Service Desk Manager

Responsibilities:

• Oversee all Service Desk requests and incidents. Proactively manage the Service Desk call queue to ensure appropriate service levels are delivered
• Manage service desk resource levels across the Group to meet 24/7 service requirements.
• Assist in the process of managing major incidents
• To act as a single point of contact for phone calls, emails, and service desk requests from staff regarding issues, queries and requests for assistance
• Delegate support cases within the Service Desk team, managing staff expectations as well as escalations, to completion
• Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication
• Ensure that all requests are logged and managed in the Service Desk system and ensure that the team are dealing with all requests on time, with frequent communication
• Escalate unresolved calls to the escalation teams and suppliers as appropriate
• Facilitate or coordinate a smooth flow of information between the service desk’s management
• Provide data and reporting of KPIs and trends to the Operations Manager and the Technology Director to meet ad-hoc, monthly schedules as needed
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly
• Always demonstrate an excellent standard of customer service, and act as an ambassador for the Technology department in all dealings with customers
• Adhere to and manage the development of all processes such as incident management, change management etc
• Provide some induction training on in-house applications to users in the remote offices
• Train, coach and mentor Service Desk Analysts including their personal development
• Assist and provide cover for communicating system downtime/emergency activities
• Manage the user administration processes – starters/leavers/transfers/promotions
• Develop an effective and workable framework for managing and improving customer support in the Service Desk function
• Proactively manage the mobile device administration and support
• To be the assigned point of contact on some third-party supplier relationships and liaise with third-party suppliers for additional technical support
• Hold joint responsibility for the management and continual improvement of the 24/7 helpdesk service
• Provide phone system support and administration

Required:

• 2-3 years of previous management experience working within a customer-facing technology role is required. Supervisory, process and technical training will be provided as part of this role.
• Being able to evidence a keen interest in technology is preferred, and higher education would be an advantage
• Knowledge of the systems and principles listed below would be beneficial:
• Microsoft Windows & Office
• Active Directory
• Microsoft M365
• Technology Service Management tools
• ITIL processes
• Citrix