Job Summary: Location: Castleford, West Yorkshire Reports To: Business Manager Salary: Up to £45,000 per annum Job Type: Full Time - 40 hours per week, Monday to Friday We are looking for a driven, hands-on leader to head up our service desk and play a key role in taking our customer service operation to the next level. As a self-starter with a strong sense of ownership, you will bring energy, structure, and a proactive mindset to improving our processes and performance. You will thrive in a fast-paced, SME technology environment, where transport and parking payment systems are at the heart of what we do. The ideal candidate is committed to excellence, passionate about delivering exceptional customer experiences, and constantly seeking ways to raise the bar through continuous improvement, team development, and smarter use of technology. This role is an office based role. We do however offer the flexibility to work from home on Fridays once the successful candidate’s knowledge base has grown sufficiently. There may be an occasional need to work from the office on Fridays if required by the business. Occasional travel to other locations may be required. Job Description: The Company Cammax are a dynamic and rapidly growing SME in the transport and parking sectors, producing innovative self-service ticket and payment systems, associated software, and services. Cammax designs and manufactures touch screen kiosks at its purpose built factory in Castleford. We have a range of standard kiosks and also produce bespoke designs. We develop the software applications and customise kiosk hardware and peripherals as required. Cammax employs a nationwide team of engineers who carry out site surveys, system installation and comprehensive on-site maintenance. Cammax is excited to be part of the Modaxo family. Modaxo is a dedicated global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than 40 companies representing over 30 brands, Modaxo comprises over 3,300 people, operating from almost 40 countries around the world. Key Responsibilities Managing the operational activities and services to meet or exceed agreed Service Levels and Key Performance Indicators (KPIs) Responsible for tracking costs in terms of time and materials spent on each account we support Responsible for reviewing and implementing a service desk management system which will have the ability to measure KPIs such as ticket resolution times and create reports for internal management and external customers alike Experience in developing and using metrics to assess the department and customer contracts Ownership and management of contracted change related functions First point of escalation for customers Monitor outstanding incidents, changes, and service requests against SLA's Daily queue review / stack management Understand Service Desk trending inclusive of seasonal trends Resource management - staff allocation and desk resourced correctly Control and monitor Service Desk mailboxes in accordance with SLA / OLA's Ownership of Service Desk processes and procedures Technical administrative work and monitoring Contribute to the various forms of Service Desk reporting (daily, weekly, monthly, and quarterly) Act as interface to various third-party suppliers fronted by the Service Desk Ensure field calls are executed correctly on the Service Desk Actively promote information security best practice within your area of responsibility Ownership of customer satisfaction survey's implementing service improvements to meet 95% target Responsible for the day-to-day management of a team of 1st line, 2nd line and 3rd line Service Desk Analysts as well as co-ordinating our service engineers in the field Mentor, coach, and lead the team in achieving targets and optimal customer satisfaction Develop and manage talent in your team as well as assisting in recruitment, training, and development of new team members General Skills, Knowledge & Experience Proven ability of supporting desktop and physical environments Previous experience of leading a technical Service Desk/ Helpdesk team Ability to handle difficult and demanding customer environments Broad technical knowledge of hardware and software desktop and server environments Good level of commercial awareness with the ability to understand, manage, and optimise department costs and revenue streams to support business objectives The ability to communicate technical issues to a non-technical audience People leadership, development and coaching of team members Experience implementing metrics to assess the profitability of the department and individual customer contracts, enabling data-driven decisions. Technical Skills, Knowledge & Experience Strong understanding of ITIL principles Experience with ticketing / helpdesk systems e.g. Zendesk, Freshdesk, Jira Service Desk Backup Technology Firewall / Security A good working knowledge of IT networking principles including routing, switching and Wi-Fi A good working knowledge of IT monitoring and management tools Microsoft Server / Desktop Microsoft Office Suite E-mail solutions Qualifications ITIL certification desirable but not essential IT certifications (e.g., CompTIA A, Microsoft Certified IT Professional) would be advantageous but not essential Benefits Competitive salary of £45,000 per annum Pension scheme Discretionary bonus scheme 25 days holiday plus bank holidays Buy and sell holiday scheme Free parking Flexible working arrangements (including working from home on Fridays once your knowledge base has grown sufficiently) Opportunity to take part in regular social events outside of work Opportunity to make a significant impact in a rapidly growing business Access to experienced peers both locally and across the globe as part of the Modaxo family – all with a view to helping you grow your career and perform at your best! If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process. LI-DNI Worker Type: Regular Number of Openings Available: 1 And a fantastic opportunity to join a market leading Software Company. If you’re interested in this role then click on apply!