As a Service Desk Team Manager, you'll lead and develop a team of Education-focused service desk analysts supporting teachers across Northern Ireland, working on a hybrid basis from Hillview House, Belfast. You'll be accountable for service performance, team capability, and continuous improvement, working closely with stakeholders to ensure operational excellence.
What you'll be doing
* Lead, manage and mentor the Service Centre team within Operations
* Goal setting, skill enhancement and coordination of performance review activities for Service Centre employees
* Investigate and resolve any issues resulting from substandard performance.
* Ensure company policies and procedures are followed by all team members
* Develop programs to improve technical and customer service skills across the operation
* Address customer enquiries resolve issues and feedback proactively.
* Maintain positive relationships with all stakeholders to ensure Service Centre effectiveness.
* Ensure all employees are adequately trained to meet service objectives.
What we're looking for
1. Prior IT team management experience
2. Great excel skills and ability to pull out meaningful data from numerous locations to create quality reports and presentations.
3. ITIL Qualified Preferred
4. Demonstrate you can work in in a complex, highly outsourced envi...