Information Technology Service Desk Manager

3 weeks ago


Belfast, United Kingdom Telefónica Tech (EN) Full time

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities. Global strategic hubs: The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
AWS: Advanced Solution & Managed Service Provider Program

The IT Service Desk Manager is responsible for managing a team of 1st Line support desk agents, ensuring first point of contact for customers meets the standards expected and aligns with the services sold. The Service Desk Manager shall ensure that all desk agents are trained to the required levels and regularly report on performance, ensuring an exceptional standard of customer service when answering calls, responding to customer queries, and logging tickets. The Service Desk operates a 24/7 services from two physical locations (Huntingdon and Belfast). The Service Desk Manager is expected to spend time at each location supporting and mentoring the local team leaders.

Staff performance.
Hiring and training of all new staff.
Ongoing training, development, appraisals, and motivation.
Provide support to Service Delivery Managers
Quality checks – review analyst weekly performance, record any improvements needed and monitor
telephone, email, and our customer portal
Ensure all tickets are logged accurately, with a high level of detail on the ticket management system
Ensure Service Desk Agents carry out basic incident resolution (first time fixes) where possible
Maintain a positive attitude and a high level of customer service at all times

Skills and qualities required:
Previous experience in managing a Service Desk
Exceptional Customer Service skills
Experience of the Microsoft Office suite
Experience of ServiceNow is highly beneficial
A flexible and enthusiastic approach to the job
Ability work with minimum supervision, perform under pressure and remain highly effective.



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