Service Desk Manager
2 weeks ago
The Role The Service Desk Manager will be responsible for the efficient management and service performance of live customer services. This will include monitoring agreed service levels, investigating non-achievements and that suggested improvements are clear and defined for each service in line with the agreed Service Management Plans (SMPs) and any Operational Level Agreements (OLAs) with 3rd Party Suppliers.
The Service Desk Manager will assist in driving service improvements to ensure customer expectations are exceeded and act as a focal point for customer liaison in the event of any SLA breach. In addition, this role will be responsible for the overall assurance for delivery and planned works management through the Service Desk, liaising regularly with both Technical Delivery and Support teams to manage Incidents, Problems and Change management appropriately, liaising closely with the Customer Success Manager and the Senior Service Manager team.
Role Responsibilities
Key responsibilities include but are not limited to:
Service Desk Leadership:
Lead and manage the service desk team to ensure efficient and effective resolution of customer issues.
Foster a culture of accountability and continuous improvement.
Process Improvement:
Analyse current service desk processes and implement necessary changes to enhance efficiency and compliance.
Establish and enforce best practices in line with ITIL standards.
Customer Satisfaction:
Develop strategies to improve customer satisfaction and service delivery.
Implement metrics and KPI’s to monitor service desk performance and customer feedback.
Training and Development:
Identify skill gaps within the team and implement comprehensive training programs.
Mentor and coach team members for professional growth and improved performance.
Incident & Request Management:
Oversee the management of incident and request tickets in line with agreed processes, working closely with the Service Support team to support all customers.
Ensure the timely resolution of tickets within SLA, effective ticket escalation through technical resolver groups and supporting team, ensure regular communication with stakeholders and drive the collection of quality ticket data.
Technology Utilisation:
Evaluate and recommend service desk tools and technologies to improve service delivery.
Ensure optimal use of existing ITSM tools.
Reporting and Analysis:
Regularly report on service desk performance to senior management.
Utilise data-driven insights to drive improvements.
3rd Party Relationship Management:
Develop and maintain strong relationships with third-party vendors and service providers to ensure high-quality service delivery.
Coordinate with external partners to resolve escalations, manage contracts, and ensure adherence to SLAs.
Proactively identify opportunities to enhance collaboration and service offerings from third-party providers, and ensure their performance aligns with organisational goals and standards.
Education and Experience Requirements
As the Service Desk Manager, you will have:
Must be educated to GCSE level (incl. Maths and English).
An IT Qualifications is desirable.
Knowledge of MOD working practices and associated “acronyms”.
Direct experience of a busy customer service environment.
Proven analytical skills with the ability to identify trends/problems.
Proficient in the use of Microsoft Office tools (Word, Excel, Outlook, PowerPoint), Visio is desirable.
Excellent written, verbal and interpersonal skills.
Working knowledge of ITIL framework practices.
Ability to manage conflicting demands, prioritise tasks and thrive in a fast-paced environment.
A commitment to high standards including quality, security and customer service.
Self-motivated, team player who is keen to learn.
Prepared to constantly update their skills in line with the technologies deployed and supported.
Confident in liaising in a professional manner with internal and external stakeholders in support of IT Change Management and Security Working Groups.
Ability to understand technical concepts quickly.
Ability to obtain the appropriate security clearance.
UKSV is required for this position. Candidates must possess or be eligible to obtain SC clearance, with a view to obtaining UK Developed Vetting (DV) clearance as required.
Following online interviews, onsite interviews will take place on September 23rd, September 25th, and October 2nd 2024.
Already working with us? Internal applicants please send your CV direct to recruitment.
The Company
SecureCloud+ specialises in providing fully managed secure ICT services to the UK's Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees’ personal and professional growth.
Are you ready to embark on this exciting career opportunity? We look forward to welcoming you to our esteemed team at SecureCloud+.
SecureCloud+ is an equal opportunities employer and does not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation. Our hiring decisions are based on an individual’s experience and qualifications for the job advertised.
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