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Customer Service Excellence Manager

2 months ago

StokeonTrent, Stoke-on-Trent, United Kingdom SecureCloud+ Full time
Job Description

Job Title: Service Desk Manager

Job Summary:

We are seeking a highly experienced and skilled Service Desk Manager to lead our service desk team and drive customer service excellence. The successful candidate will have a proven track record of transforming service desk operations, implementing best practices, and driving customer satisfaction.

Key Responsibilities:
  • 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.
    Requirements:
    • Education and Experience:
      • Bachelor's degree in information technology, Computer Science, related field or extensive work experience if candidate does not have a degree.
      • Minimum of 5 years of experience in a service desk or technical support role, with at least 2 years in a managerial capacity.
      • Strong knowledge of ITIL framework and experience in implementing ITIL processes.
      • Excellent leadership and team management skills.
      • Proven ability to improve service desk operations and customer satisfaction.
      • Strong problem-solving and analytical skills.
      • Excellent communication and interpersonal skills.
      • ITIL Certification.
      • Experience in an IT Managed Service Provider environment.
      • Familiarity with service desk technologies (e.g., ITSM tools, remote support tools).
    • 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.