Service Desk Supervisor

2 months ago

Battersea, United Kingdom Databarracks Full time

**Location**: Battersea (and remote working)
**Salary**: Competitive + commission

**Benefits**: Private Medical Insurance, Cycle-to-work scheme
**Start Date**: ASAP
**Reports to**: Head of Operations
**Hours of work**: Full time
**Experience**:5 years
**Language**: English (required)

**The Company**:
Databarracks is a disaster recovery and cloud service provider based in South West London. We have grown substantially winning new business and industry awards typical of companies many times our size. We did this by maintaining a small company ethos and hiring clever, motivated people who are invested in what they do and fun to be around.

We're a tight, focused team, with the internal resources to provide meaningful opportunities for progression and on-the-job training. Some of our most senior staff members started in entry-level positions and have, through a combination of personal drive and internal support, made leaps up the career ladder.

**The Role**:
The Service Desk Supervisor role is responsible for the successful management of the Service Desk Team. The SDS will drive the delivery of consistent, timely and effective support services to all Databarracks clients via effective management, coaching and motivating of a team of technicians. The SDS is the advocate of the highest level of customer centric service in an efficient, professional and effective manner. This will involve ensuring the continuity and quality of service delivery, adherence to processes and standards, SLAs met or exceeded, effective distribution of workload, tracking ticketing and service level metrics, and monitoring and reporting on service levels and utilisation.

The SDS will be the Team Leader for the Service Desk directly managing, motivating, inspiring the best in the team and be able to measure manage performance.

**The Responsibilities**:

- Monitoring the ticketing and incident management process, ensuring SLA compliance and reporting compliance risks and issues to the Head of Operations
- Facilitating Incident management resolution with the Head of Operations - to ensure that all issues are successfully closed
- Monitoring and distributing team workload: ensuring tickets are being appropriately triaged and the most appropriate resources allocated; working with Project Managers to ensure project deadlines are achieved
- Ownership, Management and Administration of the service management system (Jira), including setting up of contracts and SLAs, report production, and ensuring engineers maintain accurate CMDB records
- Ensuring timely escalation of tickets where SLAs or quality are at risk
- Contributing to Continuous Service Improvement by analysing customer feedback and making recommendations for improvement
- Working with Product Managers for Problem Management analysis and prioritising and implementing permanent solutions for recurring issues
- Manage the creation, development and updating of relevant policies and processes
- Monitoring compliance of all relevant policies and processes including ISO27001 and ITIL, and company policies
- Regular training and coaching of staff, including new joiners, in service excellence
- Oversee training and personal development of staff including regular 1-2-1 meetings
- Monitor, manage and report on the team KPI’s performance using that data to improve service and skill

**Personal qualities you will have**
- Be a credible, motivational and organised in your approach to work
- Proven ability / track record of successful management that demonstrates an ability to manage performance, inspire and lead by example
- Be obsessed with customer service excellence
- Have the ability to multi-task and context-switch effectively between different activities and priorities
- Have the ability to learn quickly and share knowledge
- Have the ability to prioritise workload to ensure that team targets are met
- Experience of working in an IT Service Provider, ideally in a hosted services market, ITIL and ISO27001 managed context
- Experience in coaching and managing others to follow best practises and develop themselves personally and professionally
- Sufficient knowledge of technical terms and principles to make decisions based on technical information (such as whether a ticket should be assigned to 1st, 2nd or 3rd line resources) in order to be able to manage technical staff effectively and gain the respect of those staff

**Ideal (but not essential) qualifications**
- Any Asigra certification
- Any Zerto, Azure Site Recovery
- Jira Admin
- Any Cloud certification
- Knowledge / experience of ISO/IEC 20000, ISO 27001, PCI DSS
- ITIL v3 / 2011 Foundation certification or above
- PRINCE2 Foundation / PMP or similar - ideal not essential

Apply

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