Service Desk Manager
2 weeks ago
LYON is a managed IT services provider to the creative sector based in Old Street and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, culture and our commitment to excellence. Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates. An opportunity has arisen for a Service Desk Manager to join the team in our London office, providing unparalleled service excellence to our clients across the UK and internationally. This role would require you to: Provide day-to-day supervision and leadership to the Service Desk team. This individual will be an escalation point for client support and will be a model for customer service excellence for his or her team. Work alongside the Director of Operations to drive improvements in the measurement and analysis of service levels and performance to ensure a consistently high and ever evolving quality of service. In conjunction with the Director of Operations, he or she will also lead ongoing staff technical development including training and adoption of systems and practices that will allow LYON to better serve clients and scale effectively for future growth. The Service Desk Manager is responsible for leading the engineering team (1st Line – 3rd Line). This role requires a strong operational background as well as solid organisational change and management skills. This position is highly client facing and the ideal candidate will have deep roots in customer service. The ideal candidate will be a savvy technologist, an adept leader & developer of people, and a strong team player. Responsibilities:
- Train, lead, mentor, develop and motivate engineers on exceptional customer service to clients including tracking and maintaining eNPS score across the team.
- Track, record and maintain individual and team performance (KPIs) by means of probation, quarterly and annual performance reviews. Present findings to the employee and management accordingly.
- Create, maintain and develop service desk policies and procedures that align with ITIL best practices for client support and internal operations and ensure they are met.
- Ensure all handovers and ticket and task reassignments happen consistently during engineers away days, training, sick days or scheduled holiday.
- Ensure consistent time sheet submission and deep detailed analysis on accuracy of the submitted timesheets.
- Manage service desk resource schedules and propose changes and amendments where necessary to improve.
- Lead the Onboarding and Offboarding of the engineering team and automate the process realising time efficiency.
- Manage overall team training including internal, external, budget management, certifications and the development and maintenance of a skills matrix.
- Ensure all incidents, tickets and problems are up to date with the relevant attributes and automate the process where suitable to implement operational efficiencies and continual service improvements.
- Ensure an even distribution of tickets amongst service desk engineers and monitor and maintain assignments in a timely manner aligning with LYON service level agreements in place with our clients.
- Collaborate with the Director of Operations on customer service improvement initiatives and drive improvements based on client feedback.
- Create consistent client experience across the service desk via telephone and email including assignments and escalations and appropriate urgency for incidents and requests.
- Produce regular status reports translating data and metrics into actionable business intelligence used to guide continuous improvement initiatives and provide feedback to senior management.
- Working hours will be 40 hours a week during standard business hours (Monday – Friday, between 8:30am – 5:00pm)
- Offices located in London (Old Street)
- Package dependent on experience
- Monthly team events out of the office
- Continual professional development plans
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