IT Service Desk Manager
2 weeks ago
About the Role
We are seeking an experienced IT Service Desk Manager to lead our team and drive excellent customer service.
Key Responsibilities
- Supervise and lead a team of 6 direct reports, ensuring effective day-to-day management and leadership.
- Monitor holiday leave, sickness, and lateness across the team to maintain adequate cover.
- Ensure team members are trained and aware of new solutions before implementation.
- Develop direct reports through training, mentoring, coaching, and regular performance reviews.
- Manage staff development and succession planning as required.
- Monitor and organize tickets according to priority, ensuring timely updates from service desk engineers.
- Review service desk work levels, identifying ageing cases, quality, and activity levels, and flagging potential risks to service levels.
- Handle customer escalations, resolving issues or escalating to management as needed.
- Support service desk engineers with daily activities, advising on best practices and further actions for tickets.
- Ensure adherence to current processes and procedures within the service desk team.
- Analyze incidents to identify potential trending problems.
- Support management of P1 incidents and outages.
- Effectively manage customer expectations, ensuring quick and effective escalation handling.
- Be proactive in undertaking reasonable duties to ensure departmental success.
- Participate in project management of new business applications and systems, ensuring support frameworks are in place before 'Go Live'.
- Contribute to the improvement of IT's perception as a facilitator of process and service improvement.
- Lead the Change Management process for the service desk in the weekly CAB, ensuring smooth and efficient request handling.
Requirements
- Minimum 3-year experience in an IT Service Desk role, with team leadership experience.
- Excellent understanding of Service Management and ITIL.
- Strong troubleshooting skills in client infrastructure and application support.
- Relevant IT Service Desk experience or IT Desktop Support experience.
- Sound knowledge of User & Security Groups and Active Directory Administration.
- Proven ability to support customers across a broad technical environment, covering hardware and software.
- Basic understanding of Microsoft Windows 10/11, Microsoft Exchange, Microsoft Office, Active Directory Administration, RDS environments, and Image Deployment (SCCM).
- Excellent verbal and written communication skills, driving local end-user communication.
- Excellent Customer Service Skills.
Desirable
- ITIL Foundation v3 or ITIL Intermediate Certifications.
- Power Automate experience.
- Delivering training to people within a technical environment.
- Experience in resolving complex issues.
- Highly organized.
- Ability to multi-task.
- Assertive, confident, positive, and professional manner.
- Ability to deal with potentially stressful situations.
- Excellent problem-solving and troubleshooting skills.
Personal Qualities
- A self-motivated achiever who gains satisfaction from providing excellent customer service.
- Strong Customer focus and 'Can Do' attitude.
- Excellent verbal and written communication skills.
- Excellent people management skills.
- A proactive and positive work approach.
- Ability to work under pressure, take ownership of issues, multitask, and prioritize.
What We Offer
- Opportunity to work for a leading travel company.
- Competitive salary.
- Perkbox - discounts and rewards programme.
- Company matched pension scheme - up to 5%.
- 25 days holiday, plus bank holidays (increases with length of service).
- Enjoy your birthday off.
- Free annual travel insurance, which includes your family and/or partner.
- Long service bonuses.
- Free eye tests.
- Flexible hybrid working trial.
- Cycle to work scheme.
- Discounted Holidays and prize draws.
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