As a Service Desk Team Manager for Cloudtech24, you will be responsible for the overall management of the service desk and service desk engineers. As well as managing the day to day running of the service desk you will be a point of escalation for the service desk engineers when required.
As Service Desk Team Manager, you will take on the responsibility and management of a growing, fast paced Service Desk by ensuring our customers are always receiving a fantastic level of service that is second to none. You will be a hands-on Service Desk Team Manager and lead from the front.
The role will also branch into Service Delivery so you will need to be confident not just managing the service desk but also developing relationships with clients and senior stakeholders.
RESPONSIBILITIES
· Work as part of a team to provide service desk management for Cloudtech24, and their customers
· Management of a busy Service Desk Team
· Managing KPIs
· Looking for trends and reporting on problems to the Senior Manager
· Take a wider customer service role
· Ensure the team follow Incident Management, Problem Management and Change Management processes
· Report to Senior Managers on any staff or customer issue that could significantly impact the business
· Take overall responsibility for incident management and request fulfilment on the service desk. This could also expand to any other activity taken on by the service desk including but not limited to: Managed Services, Project Management, Quotations and Sales Orders
· Management of the Service Desk Team including appraisals and disciplinary keeping senior management up to date and ensuring all members of the team adhere to the company's standards set out in the handbook
SKILLS & REQUIREMENTS
· Excellent understanding of internal policies and procedures
· Proven technical and employee leadership experience
· Management and support of a team of service desk analysts
· Proven track record with troubleshooting ability to identify root cause and implement controlled changes
· Understanding of our core products
· Friendly and approachable attitude when dealing with customers both on the phone and in person
· Friendly and approachable attitude to dealing with internal staff on all levels
· Be able to demonstrate your ability to work as part of a team, but also work on your own
· Ideally have 5+ years previous experience in a service delivery role
· Incident Management experience
· Strong analytical skills
· Strong conflict management skills
· Ability to develop others
· People management
DESIRED QUALIFICATIONS
· ITIL Qualification
Job Type: Full-time
Pay: Up to £40,000.00 per year
Benefits:
* Company events
* Company pension
* Free parking
* On-site parking
Experience:
* Service delivery: 4 years (required)
Licence/Certification:
* Driving Licence (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person