Technical Service Delivery Head

5 days ago


St Ives, Cornwall, United Kingdom Equals One Ltd Full time
Responsibilities

As our Support Operations Manager, you will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and high-quality support for clients.

You will determine and coordinate workflows to drive efficiencies, set priorities, and delegate tasks to ensure timely resolution of technical issues and service requests.

You will monitor performance metrics and customer satisfaction, identifying areas for improvement and implementing strategies to enhance service delivery.

Key Responsibilities

  • Oversee and manage the daily operations of the service desk team, ensuring SLAs and KPIs are achieved for client accounts.
  • Set priorities, delegate tasks, and ensure timely resolution of technical issues and service requests.
  • Track key metrics like response times and customer satisfaction to evaluate team performance.
  • Identify inefficiencies and implement strategies to enhance service delivery and support processes.
  • Provide training, mentorship, and support to foster a skilled and collaborative team environment.
  • Act as a point of escalation for client queries and complaints ensuring smooth resolution of complex problems.
  • Create, update, and enforce service desk policies, processes, and procedures to optimize operations.
  • Balance operational efficiency with user satisfaction by maintaining a focus on delivering high-quality service.
  • Ensure the team has the necessary tools, systems, and resources to perform effectively.
  • Generate and present weekly reports on team performance, challenges, and service desk statistics.
  • Collaborate with other team managers to ensure ample cover of duties and to work collectively as a team across the service desk.
  • Attend client meetings as and when required.
  • Provide on-call out-of-hours escalation support (nights & weekends) on a rota basis.

About You

  • You are an engaging people manager with experience managing and developing a team to deliver outstanding customer satisfaction rates and to develop their careers within a business.
  • You are great with customers, having proven experience providing efficient and high-quality customer service.
  • You are a proactive problem solver, curious, asking why, and aiming to spot issues before they occur, focusing on implementing solutions.
  • You are a great communicator, listening to customers, and adjusting your language to suit different audiences.


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