Service Desk Manager
Overview of the role:
The role of the Service Desk Manager is pivotal in leading and overseeing the daily operations of the service desk team, ensuring efficient and effective support for our customers. This role involves managing a team of service desk analysts, coordination with both internal and external departments and maintaining high levels of customer satisfaction.
The Service Desk Manager is also responsible for developing and implementing service desk policies, procedures and best practices to enhance service delivery.
Main Responsibilities:
1. Lead and manage the service desk team, including hiring, training and performance evaluations.
2. Ensure timely and accurate resolution of service requests and incidents.
3. Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service desk performance.
4. Collaborate with other internal and external departments to ensure seamless service delivery and support.
5. Implement and maintain service desk tools and technologies.
6. Identify and address areas for improvement in service desk processes and procedures.
7. Provide regular reports on service desk performance and customer satisfaction.
8. Manage escalations and ensure effective communication with stakeholders.
9. Manage and collaborate with third party suppliers where appropriate and ensure their performance is in line with clients’ expectations.
10. Participate in customer service reviews when required.
11. Be part of the On Call Team on a rota system (24x7).
Skills and Experience:
1. Ability to handle customers at both an operational and senior level.
2. Knowledge of IT service desk tools and best practices (knowledge of ServiceNow is advantageous).
3. Strong interpersonal and communication skills - presentation, written and verbal.
4. Ability to prioritise a busy workload.
5. Ability to meet deadlines and maintain high standards even when under pressure.
6. Able and experienced in motivating and managing teams effectively.
7. ITIL Professional Preferred but not essential.
Personality skills:
1. Must be self-motivated and able to work on own initiative.
2. Must work well in a team environment.
3. Experience in a similar Service Desk Manager/Customer Engagement role would also be of benefit.
About Client:
Client is an innovative IT services organisation, which is 100% dedicated to the channel. We specialise in the provision of high-quality IT spares, logistics and comprehensive complementary services designed to help boost our client’s efficiency and profitability and enable our clients to excel.
Our Values:
1. Positivity: Client strives to approach things with energy and enthusiasm.
2. Preparation: We’re focused, firstly we plan, then we execute with customer first focus.
3. Consideration: Client operates ethically and values diversity, equality and inclusion.
What working for Client can do for you:
1. Long-term career development in a high-growth business.
2. Life Assurance.
3. 25-day holiday allowance, plus bank holidays.
4. Paid charity day.
5. Vodafone employee advantage scheme.
6. Bespoke training to suit individual needs and development.
7. Friendly working environment with a real focus on our Environment, Social, Governance (ESG) goals.
Client is an equal opportunities employer. We are committed to providing a workplace free from discrimination or harassment.
Seniority level: Associate
Employment type: Full-time
Job function: Customer Service, Information Technology, and Engineering
Industries: IT Services and IT Consulting, Computer and Network Security, and Computers and Electronics Manufacturing
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