Service Desk Operations Leader

3 weeks ago

Fife, United Kingdom Hays Technology Full time

Company Overview:
The organization is a prominent technology consultancy committed to facilitating innovative and effective business transformations for its clientele. As experts in systems integration, we prioritize enhancing our clients' operational systems for improved efficiency. Whether through ERP implementation tailored to specific business processes, upgrading systems with bespoke applications, or providing round-the-clock support with specialized skills and tools, we possess the technical proficiency to ensure optimal performance.

Key Responsibilities:

  • Leadership and Strategic Guidance:
    Offer strategic direction and vision for the service desk team, while developing and executing strategies, policies, and procedures. Mentor and coach team members to cultivate a culture of excellence and continuous improvement.
  • Service Delivery Management:
    Guarantee prompt and effective service desk support, including incident management and resolution of issues. Oversee monthly service desk team revenue in alignment with budgetary expectations.
  • Operational Oversight:
    Establish and enforce service desk processes to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor performance metrics, analyze trends, and identify areas for enhancement.
  • Problem Resolution:
    Address challenges that hinder timely resolution of customer inquiries and implement solutions to minimize service disruptions.
  • Client Relationship Management:
    Serve as a liaison between the service desk team, clients, and internal stakeholders. Collaborate with various departments to meet customer needs and assist the sales team with contract discussions.
  • Continuous Improvement:
    Champion ongoing improvement initiatives, focusing on process optimization, automation, and technological advancements. Supervise the delivery and sale of minor projects.
  • Risk Management:
    Identify and mitigate risks while ensuring compliance with relevant regulations and company policies. Protect sensitive information and maintain system security.
  • Reporting and Analytics:
    Generate reports and performance metrics for management review. Analyze data to provide recommendations for system enhancements and operational efficiencies.

Essential Skills:

  • Expertise in ERP Systems:
    Comprehensive understanding and hands-on experience with ERP software.
  • IT Service Management Knowledge:
    In-depth knowledge of IT service management principles and frameworks, such as ITIL, to ensure effective service delivery aligned with business objectives.
  • Helpdesk Tools Proficiency:
    Demonstrated experience with helpdesk tools, showcasing their application in delivering commercial value.
  • Team Leadership Skills:
    Proficient in leading and managing a service desk team, including resource allocation, performance management, and fostering a collaborative atmosphere.
  • Strategic Planning Capability:
    Adept at formulating and executing strategic plans for service desk operations in accordance with organizational goals and industry best practices.
  • Vendor and Stakeholder Engagement:
    Skilled in collaborating with vendors, stakeholders, and other departments to assess system requirements, negotiate contracts, and implement system upgrades.
  • Effective Communication:
    Exceptional communication skills for engaging with diverse stakeholders, conveying technical information clearly, and managing client expectations.
  • Collaborative Approach:
    Ability to work across teams, departments, and management levels to ensure seamless support and alignment with organizational objectives.
  • Analytical Skills:
    Strong analytical abilities to interpret data, identify trends, and make data-driven decisions to enhance service desk operations.
  • Commercial Insight:
    Demonstrates keen commercial awareness by identifying opportunities to upsell services and proactively seeking areas for continuous improvement within the service desk to enhance efficiency, customer satisfaction, and profitability.

Benefits:

  • Competitive salary up to £70,000, depending on experience.
  • Flexible and remote working options.
  • Ongoing learning and development support.
  • Opportunities for career progression.
  • 32 days of annual leave, including statutory holidays.
  • A day off on your birthday.
  • 5% employer pension contribution.
  • Life assurance coverage.
  • Private healthcare (single coverage).

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