Service Desk Supervisor
1 week ago
Service Desk Supervisor
Kettering
Hours - Monday to Friday full time
Salary £38k
Our Kettering based client is recruiting a customer centric Service Desk Supervisor to be responsible for delivering and maintaining a professional IT Service Desk to customers.
The key responsibility of this incumbent is to ensure that business service levels are achieved - through ensuring robust training and development processes are embedded and there is a strong culture of RCI and customer services.
This role reports into the IT Team Leader and is responsible for ensuring that they are kept abreast of all critical business issues.
They should have a critical approach to problem solving and have a strong ability to manage workflow for themselves andmultiple tams with varying demands and stakeholders.
DUTIES AND RESPONSIBILITIES
- Day to day people management for the 1st and 2nd line IT support team. This includes but is not limited to absence management, performance management, people development, employee engagement, and embedding a strong culture of RCI and integrity.
- Supports and coaches team members on effective methods to research, troubleshoot, and delivery solutions.
- Relationship management of all key stakeholders at an operational level across the business.
- Managing the priorities and workflow of IT (1st and 2nd Line support), ensuring that decisions made provide the most efficient service to all stakeholders involved.
- Conducting weekly team meetings to review progress and forwardplanning, the focus of these meetings should be linked to the overarching needs of the business.
- Managing the priorities and workflow of departmental improvement / infrastructure projects.
- Managing and maintaining departmental standard operating procedures, work instructions, ownership and troubleshooting documentation.
- Aligning processes to IT best practice guidelines.
- Attending change management meetings conducted by Corporate IT and ensuring that the content of these meetings is fed through the teams responsible for working through the changes.
- Ensuring the helpdesk is sufficiently resourced at all times, paying particular attention to holiday and sickness management, and oncall scheduling and escalation
- Monitoring incoming requests for service desk support to identify trends in requests or complaints that may require further investigation.
- The role may require the incumbent to perform any other duties to ensure the efficient running of their department or area
- 35 years of people management experience, preferably a contact centre/customer service environment would be suitable. Previous IT Service Desk experience is not essential for this role.
- Related University degree or relevant work experience
- Motivates and empowers others through personal example
- Excellent communication skills, both written and oral
- Ability to prioritise team workload and cope with competing deadlines
- Organised and methodical approach
- A good understanding of the need for confidentiality and privacy
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