Job Description
Are you an IT Service Desk Manager or Team Leader looking for that next step up in your career?
IT Service Desk Manager required for my leading client based in Aylesbury.
The technical team comprises of a mix of 1st line, 2nd line, site engineers, a cyber security analyst and project engineers. This role of IT Service Desk Team Lead/Manager oversees and manages the entire technical team. People in this role will be responsible for managing all aspects of the tech team as well as monitoring and managing the service delivery.
Key Tasks
Team Leadership & Coordination
* Oversee day-to-day activities of all technical staff
* Monitor and escalate all types of work based on SLA and complexity
* Act as the escalation point for technical issues before they reach management
Performance Management
* Monitor individual KPIs such as ticket resolution times, hours logged, customer satisfaction scores, and SLA compliance
* Conduct regular 1:1s and team meetings to review staff morale, performance and feedback
* Identify training needs and coordinate upskilling with the training manager
Service Delivery
* Ensure adherence to our processes (ticketing, documentation, escalations, etc)
* Audit ticket notes and documentation for tone, accuracy and completeness
Collaboration
* Work closely with all technicians to encourage collaboration with each other
* Coordinate with management on strategic initiatives and service improvement
Performance Objectives
* Meet and maintain team level KPI's for Tickets closed per day, hours logged per day and SLA's met as listed on the relevant Job Descriptions
* Meet & maintain high levels of team Customer Satisfaction Score
* Maintain minimal non-compliance with internal processes and procedures
Personal skills
In addition to the minimum qualifications, the candidate will be required to demonstrate the following personal skills:
Fluent English language speaking with excellent written communication skills
Strong communication and conflict resolution skills
Ability to motivate and mentor technical staff
Customer-centric mindset with a focus on service quality
Strong analytical and problem-solving abilities
Ability to work in a fast-paced, multi-client environment
Excellent time management
My client is currently reviewing CVs so do apply with your latest CV for a swift response.