IT Service Desk Manager
5 days ago
Job Title: IT Service Desk Manager
Division: ICT
Department: ICT Service Desk Operations
Reports to: Head of Service Desk Operations
This is a leadership role responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate to both our internal and external client base.
To manage the performance of the Service Desk services and support to clients and ensure that service levels are achieved and to ensure that customer expectations are met or exceeded.
Responsible for ensuring the staff are meeting and exceeding expectations in regards to their performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide exceptional customer service.
Manages and coordinates urgent and complicated support issues. Develops and matures phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
Manages and drives major incident process, problem, and change management, and capacity planning activities.
Ensures appropriate availability of regional personnel to support the daily workload.
Develops relationships with customer key contacts, other support agencies, and third-party vendors.
Understands and is fully conversant with all customer services processes relevant to support business processes.
Develops channel partner capability to provide services through training and support.
Manages customer onboarding activities to ensure all customers get the best start to their service with us.
Establishes control and delivery of 3rd-party products and services that form part of the overall customer contract.
Trains, coaches, and mentors Service Desk team, including supporting regular performance review and career development activities.
Built/obtains (from other departments) training material for support staff.
As needed, schedules employees working times and provides backup support.
Provides data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed.
Works to make Service Desk the single source of truth and service delivery channel for IT.
Monitors and manages phone queue (participating in escalated calls as needed).
Oversees knowledgebase and document repository and ensures top-quality solutions are available to the staff.
Develops Service and Business Level Agreements to set expectations and measure performance.
Develops an effective and workable framework for managing and improving customer IT support in the organization.
Advises management on situations that may require additional client support or escalation.
Reviews survey feedback to improve services, tools, and support experience.
Key Responsibilities:
- Manage and coordinate urgent and complicated support issues.
- Develop and mature phone/ticket escalation processes.
- Manage and drive major incident process, problem, and change management, and capacity planning activities.
- Ensure appropriate availability of regional personnel to support the daily workload.
- Develop relationships with customer key contacts, other support agencies, and third-party vendors.
- Understand and be fully conversant with all customer services processes relevant to support business processes.
- Develop channel partner capability to provide services through training and support.
- Manage customer onboarding activities.
- Establish control and delivery of 3rd-party products and services.
- Train, coach, and mentor Service Desk team.
- Provide data and reporting of KPIs and trends.
- Work to make Service Desk the single source of truth and service delivery channel for IT.
- Monitor and manage phone queue.
- Oversee knowledgebase and document repository.
- Develop Service and Business Level Agreements.
- Develop an effective and workable framework for managing and improving customer IT support.
- Advises management on situations that may require additional client support or escalation.
- Reviews survey feedback to improve services, tools, and support experience.
Requirements:
- ITIL certification - Desirable
- Team management
- 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part-time/temporary employees is a pro-rata equivalent.
- A buying and selling holiday scheme
- Life Assurance (4 x base salary)
- Pension Scheme – A total contribution of 8% – 5% Employer and 3% Employee.
- Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
- Enhanced Maternity and Paternity leave
- Employee Assistance Programme
- Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
- Lifeworks – Access to discounts / perks
Company Values:
It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
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