Support Desk Manager

1 week ago

Solihull, Solihull, United Kingdom ASSA ABLOY Full time

Job Title: Support Desk Manager

Main Responsibilities and Tasks:

  • Leadership and Team Management: Oversee support teams to ensure efficient operation, monitor and review KPIs, and maintain best practices.
  • Customer Engagement: Conduct monthly meetings with key customer accounts, build rapport, and listen to clients' needs.
  • Process Improvement: Collaborate with senior leadership and departmental management to develop and implement continuous improvement processes.
  • Service Desk Management: Manage and optimize service desk tools and software, ensure all processes and troubleshooting guides are well-documented and up-to-date.
  • Performance Reporting: Deliver regular performance reports to senior management, oversee the support desk budget, and develop and manage staff schedules.
  • Compliance: Ensure compliance with relevant regulations and standards, work closely with the IT department, and liaise with external vendors and service providers.

Key Working Relationships (Internal and External):

  • Reporting: Report to the Head of Service.
  • Cross-department Collaboration: Work with the commercial and sales team to understand and meet customer requirements.
  • Account Management: Liaise with key account sales managers.
  • Product Team Liaison: Coordinate with internal software and product teams.
  • Client Interaction: Build rapport, listen to clients' needs, and adapt to changes.

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.
  • Leadership Skills: Strong leadership and team management skills.
  • Customer Service Driven: Focus on customer service and satisfaction.

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.

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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