Overview
Join to apply for the Information Technology Help Desk Manager role at Computacenter
What you’ll do
* Provide secondary point of contact for escalations, issues or complaints for a contractual services team
* Provide single point of contact for assigned integration activities, or expansion of services
* Responsible for execution of the Service (continuous) Improvement Plans
* Support the Team Leaders via coaching and mentoring
* Support the Team Leaders by setting business objectives and targets
* Share good practice processes and successes with the operational teams
* Management of escalations as per the company escalation matrix
* Management of Service Desk Forecast against agreed budget
* Responsible for commercial compliance i.e. KPI deliverables
* Support the Team Leaders in driving Performance Management, Scheduled Adherence & Utilisation
* Support cost reduction initiatives within the Service Desks
What you’ll need
* The ability to demonstrate an in-depth knowledge of all aspects of technical service desks
* Experience of leading and managing a customer service function within a large organisation
* Experience in managing IT Service Desk Client driven SLA’s as well as internal KPI designed to drive productivity and efficiency
* Previous experience of managing a team
* Excellent communication skills at all levels along with building and maintaining relationships at all levels with customers, account teams and staff
* Demonstrate knowledge of people and operational management issues
* The ability to demonstrate experience in a customer facing role within the IT industry
* Business Knowledge and commercial awareness
* Demonstrate experience and understanding in an IT industry
Location and additional details are not specified in this description.
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