Support Desk Manager

3 weeks ago

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

Main Responsibilities:

  • Team Leadership: Oversee the support team to ensure efficient operation and high-quality customer service.
  • Performance Monitoring: Regularly review and analyze key performance indicators (KPIs) to identify areas for improvement and implement best practices.
  • Customer Engagement: Build and maintain strong relationships with customers through regular communication and issue resolution.
  • Process Improvement: Collaborate with senior leadership to develop and implement continuous improvement processes, ensuring compliance with industry regulations and standards.
  • Training and Development: Provide training and development opportunities for team members to enhance their skills and knowledge.
  • Incident Management: Implement and manage incident response protocols to ensure timely and 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.
  • Performance Reporting: Deliver regular performance reports to senior management, highlighting key achievements and areas for improvement.

Key Working Relationships:

  • Reporting: Report to the Head of Service.
  • Cross-department Collaboration: Work closely with the commercial and sales team to understand and meet customer requirements.
  • Account Management: Liaise with key account sales managers to ensure seamless customer service.
  • Product Team Liaison: Coordinate with internal software and product teams to ensure effective issue resolution.
  • Client Interaction: Build rapport, listen to clients' needs, and adapt to changes.
  • IT Department: Work closely with the IT department to ensure technical issues are resolved efficiently.
  • External Vendors: Liaise with external vendors and service providers to ensure high-quality customer service.

Person Profile:

  • Organised and Punctual: Well-organised, punctual, and self-disciplined.
  • Communication Skills: Excellent verbal and written communication skills.
  • 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.
  • Ethical and Trustworthy: Maintain a high level of integrity and trustworthiness.
  • Professionalism: Maintain a professional appearance and represent Biosite and ASSA ABLOY brands in line with the code of conduct.
  • Leadership Skills: Strong leadership and team management skills.
  • Customer Service Driven: Focus on customer service and satisfaction.
  • Analytical Skills: Ability to analyse data for decision-making and process improvements.
  • Stress Management: Ability to handle stressful situations effectively.

Desirable:

  • Industry Knowledge: Strong construction industry knowledge.
  • Team Management: Experience managing a wide range of teams.
  • 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.
  • Customer Engagement: Experience engaging with customers in high-pressure environments.
  • Infosec Certification: Familiarity with the GDPR and infosec legislation.
  • CRM Systems: Experience using CRM systems.

Salary and Benefits:

  • Leave: 24 days leave, increasing by 1 day per year after 2 years of employment.
  • Pension: Company pension scheme.
  • Technology: Tablet/phone and laptop provided.
  • Training: Opportunities for internal and external training.
  • Hybrid Working: Minimum of 4 days office-based.

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