Service Desk Manager
2 days ago
Service Desk Manager / Helpdesk Manager – Service Desk Team Management & Leadership, SLA Management, Service Delivery, Client Liaison, KPI Management, Technical POE (Point-of-Escalation); Audio/Visual Equipment, Unified Communications (UCC), Cisco WebEx, MS Teams / M365, Crestron, AMX, Q-Sys, Digital Signage, Video Walls etc. Permanent, Fully Remote (UK Wide), £60k - £70k +Benefits
***NOTE: This vacancy is offered by the IT Recruitment Division of Comtecs and is based within a global AV Integrator, with HQ based in London.***
Service Desk Manager / Helpdesk Manager required by leading A/V Integrator to global financial services organisations and the public sector. You will manage a medium sized global team (USA, EMEA, ASIAPAC) via line management of regional Team Leads in the delivery of high quality Audio Visual technical support to a large, global, financial services organisation.
This is a role comprising team management & leadership, technical consultancy and client liaison. The main duties of which will include:
- Management of a team consisting of Service Desk Team Leaders, onsite engineers, remote SMEs and hybrid working Service Desk Analysts located in 4 international locations, across the globe
- Full 360 management of the service desk team, AV & UCC incidents and issues, KPI’s, workloads and operational service matters
- Act as the POE (Point-of-Escalation) for technical queries relating to core Audio Visual tech employed in meeting rooms and event spaces inc Cisco WebEx, MS Teams / M365, Crestron, AMX, Q-Sys, Digital Signage, Video Walls etc.
- Work in a client facing capacity managing aspects of the relationship in relation to service levels and work to ensure adherence to the agreed SLA
- Provide regular status reporting to management both internal and external (client)
Whilst we do not expect candidates to have covered every single aspect of the environment we require a mix of the following skills and experience:
- Experience of leading and managing a team (ideally international but non-essential) in the delivery service and support (ideally) of Audio Visual technologies (or closely related technologies within Unified Communications) inc KPI management, recruitment, training and mentoring
- An ability to provide a high quality technical resource and act as the point of escalation for matters relating to (where possible): Cisco WebEx, MS Teams / M365, Crestron, AMX, Q-Sys, Digital Signage, Video Walls
- A broad understanding of, and interest within, A/V, Audio Visual tech as a whole
- Experience in a client facing capacity able to engage with clients and diffuse challenging situations relating to service delivery
- SLA management, KPI reporting, senior management liaison
Exceptional opportunity to join a global top 3 company within their field working for one of the world’s best known financial services brands employing cutting edge AV technologies. This is FULLY REMOTE role and we welcome applications from across the UK. Excellent organisation, presentation and communication skills are pre-requisite.
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