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IT Support Team Supervisor
2 months ago
Job Title: Service Desk Manager
Reports To: Head of Service Desk
Business Function: Technology
Office Setup: Remote - Monthly meetings
Salary: Up to £55k
Role Overview:
We are looking for an enthusiastic and skilled Service Desk Manager to oversee our team of Level 1 and Level 2 Analysts. In this position, you will be responsible for fostering a high-performance culture and delivering exceptional support experiences. You will work closely with various IT departments to improve service delivery and drive operational excellence. This role is dynamic and requires building strong relationships within and outside the Service Desk to ensure superior service and innovation.
Core Values:
- Innovators: Courageous, adaptable, and forward-thinking in advancing digital transformation.
- Collaborative Spirit: Team-focused, supportive, and responsible.
- Problem Solvers: Accountable, resourceful, and introspective.
- Trust Builders: Genuine, relationship-oriented, and inclusive.
- Sustainable Growth: Open to change, focused on development, and socially conscious.
Key Responsibilities:
Management:
- Act as an escalation point for service requests and incidents.
- Oversee daily Service Desk operations, managing workloads and ensuring quality in line with service level agreements.
- Encourage a culture of continuous improvement and teamwork.
- Provide training, coaching, and mentorship to Level 1 and Level 2 Service Desk engineers, outlining clear career progression paths.
- Establish and track individual and team objectives aligned with the overall strategy through regular one-on-one meetings.
- Ensure effective management of Incidents and Service Requests while maintaining high customer service standards.
Operations:
- Collaborate with other Service Desk Managers on operational processes and service enhancements.
- Promote a customer-centric approach through professional handling of incidents and requests.
- Contribute to the Major Incident management process, ensuring swift escalation, clear communication, and timely resolution.
- Oversee a team managing approximately 10,000 Service Desk tickets each month.
- Optimize team resources to achieve key performance indicators and service level agreements.
Experience & Qualifications:
- Prior experience in a Service Desk Team Lead or Management position.
- ITIL V4 Foundation certification.
- Strong knowledge of Incident Management and Request Fulfillment Lifecycle.
- Demonstrated success in managing complex technologies and fostering high-performance cultures.
- Experience in managing change and implementing new processes.
- Proven background in IT Support environments.
