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Support Desk Manager

2 months ago

Solihull, Solihull, United Kingdom ASSA ABLOY Full time
Job Title: Support Desk Manager

Main Responsibilities and Tasks:

  • Team Leadership: Oversee support teams to ensure efficient operation and effective management.
  • Performance Monitoring: Ensure best practices are followed and standards are maintained through regular monitoring and review of key performance indicators (KPIs).
  • Knowledge Enhancement: Strengthen the team's understanding of products and services for effective remote support and customer engagement.
  • Customer Engagement: Conduct regular meetings with key customer accounts to build and maintain strong relationships.
  • Customer Relations: Maintain exemplary standards to build and maintain rapport with customers, ensuring high-quality customer service.
  • Team Meetings: Hold regular and structured meetings with support team members to discuss progress, goals, and challenges.
  • Recruitment and Training: Handle all recruitment requirements for the support team and review current training programs to evaluate further training needs.
  • Issue Resolution: Manage escalated customer concerns, ensuring follow-up actions and meetings to resolve issues efficiently.
  • Initiative and Innovation: Support and lead new initiatives such as AI/chatbot implementations to improve customer experience and service delivery.
  • Task Delegation: Delegate tasks to support business requirements and ensure effective task management.
  • Collaboration: Work with other departments to ensure high-quality customer service and maintain strong working relationships.
  • Service Levels: Ensure maintenance and service levels are met according to customer project contracts and service level agreements (SLAs).
  • Process Improvement: Collaborate with senior leadership and departmental management to develop and implement continuous improvement processes.
  • Disciplinary Procedures: Carry out disciplinary procedures as per HR processes and company policies.
  • Quality Feedback: Attend quality meetings to provide structured feedback and address quality concerns.
  • Incident Management: Implement and manage incident response protocols to ensure effective issue resolution.
  • Service Desk Tools: Manage and optimize service desk tools and software to improve efficiency and effectiveness.
  • Documentation: Ensure all processes and troubleshooting guides are well-documented and up-to-date.
  • Customer Feedback: Gather and analyze customer feedback to improve service delivery, utilizing data such as net promoter score (NPS) feedback.
  • Performance Reporting: Deliver regular performance reports to senior management to ensure transparency and accountability.
  • Budget Management: Oversee the support desk budget to ensure effective financial management.
  • Shift Management: Develop and manage staff schedules to ensure adequate coverage and effective resource allocation.
  • Compliance: Ensure compliance with relevant regulations and standards to maintain a high level of quality and integrity.

Key Working Relationships (Internal and External):

  • Reporting: Report to the Head of Service to ensure effective communication and collaboration.
  • Cross-department Collaboration: Work with the commercial and sales team to understand and meet customer requirements.
  • Account Management: Liaise with key account sales managers to build and maintain strong relationships.
  • Product Team Liaison: Coordinate with internal software and product teams to ensure effective product knowledge and support.
  • Client Interaction: Build rapport, listen to clients' needs, and adapt to changes to ensure high-quality customer service.
  • IT Department: Work closely with the IT department to ensure effective technical support and service delivery.
  • External Vendors: Liaise with external vendors and service providers to ensure effective service delivery and quality.

Person Profile:

  • Organized and Punctual: Well-organized, punctual, and self-disciplined with a strong attention to detail.
  • Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, colleagues, and stakeholders.
  • Problem-solving: Proactive and efficient problem solver with a holistic view of business and customer needs.
  • Initiative: Ability to work independently and make appropriate decisions to drive results and achieve goals.
  • Integrity and Trustworthiness: Maintain a high level of integrity and trustworthiness to build strong relationships and ensure effective collaboration.
  • Professionalism: Maintain a professional appearance and represent the company in line with the code of conduct.
  • Leadership Skills: Strong leadership and team management skills to effectively lead and manage support teams.
  • Customer Service Driven: Focus on customer service and satisfaction to ensure high-quality customer experience.
  • Analytical Skills: Ability to analyze data for decision-making and process improvements.
  • Stress Management: Ability to handle stressful situations effectively to ensure a high level of performance and productivity.

Desirable:

  • Industry Knowledge: Strong construction industry knowledge to effectively support and engage with customers.
  • Team Management: Experience managing a wide range of teams to ensure effective leadership and management.
  • Computer Literacy: Proficient with PC hardware & software, including MS Project, Excel, Word, PowerPoint, etc.
  • Technical Understanding: Good understanding of electrical wiring, equipment, networking, and routing to effectively support and engage with customers.
  • Customer Engagement: Experience engaging with customers in high-pressure environments to ensure high-quality customer service.
  • Infosec Certification: Familiarity with the GDPR and infosec legislation to ensure effective compliance and data protection.
  • CRM Systems: Experience using CRM systems to effectively manage customer relationships and interactions.

Salary and Benefits:

  • Leave: 24 days leave, increasing by 1 day per year after 2 years of employment.
  • Pension: Company pension scheme to ensure effective financial planning and security.
  • Technology: Tablet/phone and laptop provided to ensure effective communication and collaboration.
  • Training: Opportunities for internal and external training to ensure continuous learning and development.
  • Hybrid Working: Minimum of 4 days office-based to ensure effective collaboration and communication.