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Service Desk Manager

2 months ago

Dunfermline, Fife, United Kingdom Hays Specialist Recruitment Limited Full time
About the Role

We are seeking an experienced Service Desk Manager to join our team at Hays Specialist Recruitment Limited. As a key member of our organization, you will be responsible for leading our service desk team and ensuring the delivery of exceptional customer service to our clients.

Key Responsibilities
  • Mentoring and Strategic Direction:
    • Provide strategic direction and vision for the service desk team.
    • Develop and implement strategies, policies, and procedures.
    • Mentor and coach the team, fostering a culture of excellence and continual improvement.
    • Manage onboarding for new team members.
  • Service Delivery:
    • Ensure timely and efficient service desk support, including incident management and problem resolution.
    • Manage monthly service desk team revenue as per budget.
  • Service Desk Operations Management:
    • Develop and enforce service desk processes to meet SLAs and KPIs.
    • Monitor metrics, analyse trends, and identify opportunities for improvements.
  • Problem-Solving:
    • Address issues preventing timely resolution of customer queries and implement solutions to minimise disruptions.
  • Customer Relationship Management:
    • Act as a liaison between the service desk team, customers, and internal stakeholders.
    • Collaborate with various teams to support customer requirements and assist the sales team with contract negotiations.
  • Continuous Improvement Initiatives:
    • Drive continuous improvement, focusing on process optimisation, automation, and technology advancement.
    • Oversee the delivery and sale of minor works.
  • Risk Management and Compliance:
    • Identify and mitigate risks, ensuring compliance with regulations and company policies.
    • Safeguard sensitive data and maintain system security.
  • Reporting and Analysis:
    • Generate reports and metrics for management review.
    • Analyse data and make recommendations for system improvements and operational efficiencies.
Requirements
  • IFS Expertise:
    • Deep understanding and practical experience with ERP software
  • IT Service Management (ITSM):
    • Extensive knowledge of IT service management principles and frameworks, such as ITIL, to ensure efficient service delivery and alignment with business goals.
  • Helpdesk Tools:
    • Proven experience with helpdesk tools, demonstrating how they were used to adding commercial value.
  • Team Leadership:
    • Skilled in leading and managing a service desk team, including resource allocation, performance management, coaching, and fostering a collaborative environment.
  • Strategic Planning:
    • Capable of developing and executing strategic plans for service desk operations in line with organizational goals and industry best practices.
  • Vendor and Stakeholder Management:
    • Proficient in working with vendors, stakeholders, and other departments to assess system needs, negotiate contracts, and implement system upgrades.
  • Effective Communication:
    • Excellent communication skills for interacting with diverse stakeholders, conveying technical information clearly, and managing customer expectations.
  • Collaboration:
    • The ability to work across teams, departments, and management levels to ensure seamless support and alignment with organizational objectives.
  • Analytical and Problem-Solving Abilities:
    • Strong analytical abilities to interpret data, identify trends, and make data-driven decisions to enhance service desk operations.
    • Proven track record of resolving complex technical issues efficiently, implementing effective solutions to minimise disruptions.
  • Commercial Awareness:
    • Demonstrates strong commercial awareness by identifying opportunities to upsell services to clients and proactively seeking areas for continuous improvement within the service desk department to boost efficiency, customer satisfaction, and profitability.
What We Offer
  • Salary: Up to £70,000 DOE
  • Flexible/Remote Working: Opportunities for flexible and remote working
  • Constant Learning and Development Support: Ongoing support for career development and growth
  • Progression and Career Opportunities: Opportunities for career advancement and professional growth
  • Holidays: 32 days holidays (including statutory)
  • Birthday Off: A day off on your birthday
  • Pension Contribution: 5% employer pension contribution
  • Life Assurance: Life assurance
  • Private Healthcare: Private healthcare (single cover)