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Service Desk Supervisor
3 months ago
Service Desk Supervisor
Place of work: Hybrid - Sheffield and Tankersley, UK/Duration: Fix Term contract - 2 years with the possibility of extension/Hours of work: Monday - Friday - office hours.
About the Company and the Role:
In the Service Desk Supervisor role, you will lead all aspects of delivering the best technical support to a Managed Print Service Client with large annual revenues. You will supervise a multi-faceted team of technical and non-technical support people with a high focus on best in class service support. Responsible for overseeing major incident escalations, new & BAU projects, software and solution resolution by driving the team to resolve all incidents in a timely and successful manner. Applies six sigma methodologies and drives an ITIL structure and terminology demonstrating market awareness, customer retention and supports business growth. Develops cross functional working relationships and networks at all levels to drive timely resolutions, motivated people and strong team management.
Position Responsibilities:
- Overall ownership of the Service delivery
- Ability to hire, mentor, supervise and ensure performance of a team
- Provide best in class service support structure to support customer needs
- Communication - Ensuring high levels of verbal and written documentation to the client
- Works with Customer Success Managers to drive tighter cost model to deliver margin growth
- Creating and maintaining processes/documentation using six sigma principles
- Identifies and develops new opportunities on current project
- Supports qualification and opportunity assessment for large and moderately complex opportunities
- Manages client relationships
- Frequently represents the organization to external customers/clients
- Supervisor to internal and external resources with a team size less than 15 people
- Provides performance review input and indication of area of development for team members.
Technical Competencies:
- Some relevant Client Management experience & 2-4 years industry experience preferred
- Experience in developing customer relationships including good negotiation, presentation and communication skills
- Experience in localized revenue deals
- ITIL v3 Foundation or above
- Proven track record in facilitating virtual teams, ability to influence decisions that benefit HPI or the customer, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.
Business Competencies:
- Growth mindset
- Evidence of successfully escalating and managing risk to deliver successful outcomes.
- Experience in developing project status reports and providing management reports to Executive board level stakeholders
- Experience and evidence of strong project planning monitoring and control
- Experience of supervising multi-functional delivery teams, in similarly complex environments
- Evidence of strong client up-skilling and knowledge transfer capability.
Our Company, Auxilion - About Us
Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
