1st line Service Desk Manager
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Chelmsford, UK
Description
The primary objective is to be responsible for overall leadership and management of the First Line service desk team ensuring that service level agreements are met, and exemplary customer service is provided at all times.
The post holder will plan, lead and empower the service desk team, coordinating team effort and resource, guiding successful delivery, improving best practice and delivering a quality assured service to end users.
The role requires strong organisational skills and a good eye for improving/reviewing processes. The Service Desk is an ever-evolving team which must embrace change, ensuring the desk is prepared and ready to support.
Key Responsibilities
* Full ownership of 1st line service and customer outcomes including metrics and improvements
* Leadership of 1st line workforce from resource planning and team structures to team members’ training and development, retention and reward
* Apply SDI or ITIL techniques or similar to provide best in class service and reporting
* Carrying out the generic process manager role for the case management process
* Planning and managing of support queues
* Act as an escalation point for external customers, seeing through any escalation till resolution.
* Driving the efficiency and effectiveness of the case management process
* Producing management information
* Ensure all 1st Line Team Leads and analysts are supported in their own development.
* Monitoring the effectiveness of case management and making recommendations for improvement across all customer communication channels.
* Ensure 1st Line Teams work collaboratively with 2nd Line Teams
Skills, Knowledge and Expertise
* Strong leadership skills including conflict resolution, process and resource management, people development, team structures management and employee engagement.
* Ability to own full delivery of 1st line service to customers.
* Ability to measure and improve service and processes within
* Strong stakeholder management experience, ability to manager expectations and arrive at compromise.
* Solid experience in a leadership role within a service desk, ability to influence change via other people managers.
* Ideally a knowledge of SIMS or other similar products with the education industry or a strong product agnostic sector leadership background
* A strong working understanding of GDPR and its implications
* Ability to handle meetings – organising, chairing, and documenting meetings and ensuring that actions are followed up.
* Communication skills – an ability to communicate at all levels within the organisation will be imperative.
* Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
* Business awareness: specific knowledge of the organisation’s business areas, drivers, structure, priorities etc.
* Service awareness of all the organisation’s key IT services for which support is being provided.
* Awareness training and tutorials in new systems and technologies, prior to their introduction
* Desirable knowledge of SDI and ITIL processes and experience using relevant first line tools
#J-18808-Ljbffr