Support Desk Manager

5 days ago

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

Main Responsibilities:

  • Team Leadership: Oversee support teams to ensure efficient operation and maintain high-quality customer service.
  • Performance Monitoring: Regularly review and analyze key performance indicators (KPIs) to ensure best practices are followed and standards are maintained.
  • Training and Development: Enhance the team's understanding of products and services for effective remote support and customer engagement.
  • Customer Relations: Build and maintain strong relationships with customers through regular communication and issue resolution.
  • 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 maintain a fair and consistent approach.
  • Quality Feedback: Attend quality meetings to provide structured feedback and address quality concerns.
  • Incident Management: Implement and manage incident response protocols to minimize downtime and ensure business continuity.
  • 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 and identify areas for improvement.
  • Performance Reporting: Deliver regular performance reports to senior management to ensure transparency and accountability.
  • Budget Management: Oversee the support desk budget to ensure effective resource allocation and cost management.
  • Shift Management: Develop and manage staff schedules to ensure adequate coverage and minimize overtime.
  • Compliance: Ensure compliance with relevant regulations and standards to maintain a secure and compliant environment.
Key Working Relationships:
  • Reporting: Report to the Head of Service and maintain open communication channels.
  • 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 effective customer relationships.
  • Product Team Liaison: Coordinate with internal software and product teams to ensure seamless product delivery.
  • Client Interaction: Build rapport, listen to clients' needs, and adapt to changes to ensure exceptional customer service.
  • IT Department: Work closely with the IT department to ensure effective technical support and issue resolution.
  • External Vendors: Liaise with external vendors and service providers to ensure smooth operations and minimize downtime.
Person Profile:
  • Organised and Punctual: Well-organised, punctual, and self-disciplined with a strong attention to detail.
  • Communication Skills: Excellent verbal and written communication skills with the ability to communicate complex technical information to non-technical 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 with minimal supervision.
  • Ethical and Trustworthy: Maintain a high level of integrity and trustworthiness in all interactions.
  • 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 with the ability to motivate and inspire team members.
  • Customer Service Driven: Focus on customer service and satisfaction with a customer-centric approach.
  • Analytical Skills: Ability to analyze data for decision-making and process improvements.
  • Stress Management: Ability to handle stressful situations effectively and maintain a calm demeanor under pressure.

  • Support Desk Manager

    1 week ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities:Team Leadership: Oversee support teams to ensure efficient operation and maintain high-quality customer service.Performance Monitoring: Regularly review and analyze key performance indicators (KPIs) to ensure best practices are followed and standards are maintained.Training and Development: Enhance the...

  • Support Desk Manager

    1 week ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities:Team Leadership: Oversee support teams to ensure efficient operation and maintain high-quality customer service.Performance Monitoring: Regularly review and analyze key performance indicators (KPIs) to ensure best practices are followed and standards are maintained.Training and Development: Enhance the...

  • Support Desk Manager

    24 hours ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities:Team Leadership: Oversee support teams to ensure efficient operation and maintain high-quality customer service.Performance Monitoring: Regularly review and analyze key performance indicators (KPIs) to ensure best practices are followed and standards are maintained.Knowledge Enhancement: Strengthen the...

  • Support Desk Manager

    20 hours ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities:Team Leadership: Oversee support teams to ensure efficient operation and maintain high-quality customer service.Performance Monitoring: Regularly review and analyze key performance indicators (KPIs) to ensure best practices are followed and standards are maintained.Knowledge Enhancement: Strengthen the...

  • Service Desk Manager

    6 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time £58,000

    Job Title: Service Desk ManagerChapmanTate Associates is seeking a highly skilled Service Desk Manager to lead our team of engineers in providing top-notch support to our clients.Key Responsibilities:Manage a team of 20-25 engineers across 1st, 2nd, and 3rd line supportLead hands-on technical duties, particularly in Azure, Microsoft Servers, and SQL...

  • Service Desk Manager

    6 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time £58,000

    Job Title: Service Desk ManagerChapmanTate Associates is seeking a highly skilled Service Desk Manager to lead our team of engineers in providing top-notch support to our clients.Key Responsibilities:Manage a team of 20-25 engineers across 1st, 2nd, and 3rd line supportLead hands-on technical duties, particularly in Azure, Microsoft Servers, and SQL...

  • Service Desk Manager

    6 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time £58,000

    Job Title: Service Desk ManagerChapmanTate Associates is seeking a talented and dynamic Service Desk Manager to lead a team of 20-25 engineers across 1st, 2nd, and 3rd line support.Key Responsibilities:Manage the day-to-day operations of the service desk team, ensuring efficient service delivery and meeting SLAs.Lead, mentor, and develop a team of 1st to 3rd...

  • Service Desk Manager

    6 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time £58,000

    Job Title: Service Desk ManagerChapmanTate Associates is seeking a talented and dynamic Service Desk Manager to lead a team of 20-25 engineers across 1st, 2nd, and 3rd line support.Key Responsibilities:Manage the day-to-day operations of the service desk team, ensuring efficient service delivery and meeting SLAs.Lead, mentor, and develop a team of 1st to 3rd...

  • Service Desk Manager

    6 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time

    Job Title: Service Desk ManagerJob Summary:ChapmanTate Associates is seeking an experienced Service Desk Manager to lead a team of technical engineers in providing top-notch support to our clients. The successful candidate will have a strong background in IT service management, with a focus on cloud and on-premises infrastructure, particularly in Azure,...

  • Service Desk Manager

    6 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time

    Job Title: Service Desk ManagerJob Summary:ChapmanTate Associates is seeking an experienced Service Desk Manager to lead a team of technical engineers in providing top-notch support to our clients. The successful candidate will have a strong background in IT service management, with a focus on cloud and on-premises infrastructure, particularly in Azure,...

  • Support Desk Manager

    2 weeks ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities:Leadership and Management: 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.Training and Development: Enhance the...

  • Support Desk Manager

    2 weeks ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities:Leadership and Management: 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.Training and Development: Enhance the...

  • Service Desk Manager

    1 week ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time £58,000

    Job Advert:ChapmanTate Associates are partnering with a well-established Managed Service Provider (MSP) to recruit a talented Service Desk Manager.Key Responsibilities:Lead a team of 20-25 engineers across 1st, 2nd, and 3rd line support.Remain hands-on with technical duties, particularly in Azure, Microsoft Servers, and SQL Databases.Manage day-to-day...

  • Service Desk Manager

    1 week ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time £58,000

    Job Advert:ChapmanTate Associates are partnering with a well-established Managed Service Provider (MSP) to recruit a talented Service Desk Manager.Key Responsibilities:Lead a team of 20-25 engineers across 1st, 2nd, and 3rd line support.Remain hands-on with technical duties, particularly in Azure, Microsoft Servers, and SQL Databases.Manage day-to-day...

  • Support Desk Manager

    2 weeks ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities and Key Performance Indicators:Team Leadership and Management: Oversee and manage support teams to ensure efficient operation and high-quality customer service.Performance Monitoring and Reporting: Regularly monitor and review key performance indicators (KPIs) to ensure best practices are followed and...

  • Support Desk Manager

    2 weeks ago

    Solihull, Solihull, United Kingdom ASSA ABLOY Full time

    Job Title: Support Desk ManagerMain Responsibilities and Key Performance Indicators:Team Leadership and Management: Oversee and manage support teams to ensure efficient operation and high-quality customer service.Performance Monitoring and Reporting: Regularly monitor and review key performance indicators (KPIs) to ensure best practices are followed and...

  • Service Desk Manager

    4 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time

    Job Title: Service Desk ManagerWe are seeking an experienced Service Desk Manager to lead our team of technical experts in providing top-notch support to our clients. As a Service Desk Manager, you will be responsible for managing the day-to-day operations of the service desk team, ensuring efficient service delivery and meeting SLAs.Key...

  • Service Desk Manager

    7 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time

    Job Title: Service Desk ManagerWe are seeking an experienced Service Desk Manager to lead our team of technical experts in providing top-notch support to our clients. As a Service Desk Manager, you will be responsible for managing the day-to-day operations of the service desk team, ensuring efficient service delivery and meeting SLAs.Key...

  • Service Desk Manager

    7 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time

    Job Title: Service Desk ManagerWe are seeking an experienced Service Desk Manager to lead our team of technical experts in providing top-notch support to our clients. As a Service Desk Manager, you will be responsible for managing the day-to-day operations of the service desk team, ensuring efficient service delivery and meeting SLAs.Key...

  • Service Desk Manager

    4 days ago

    Solihull, Solihull, United Kingdom Chapman Tate Associates Full time

    Job Title: Service Desk ManagerWe are seeking an experienced Service Desk Manager to lead our team of technical experts in providing top-notch support to our clients. As a Service Desk Manager, you will be responsible for managing the day-to-day operations of the service desk team, ensuring efficient service delivery and meeting SLAs.Key...