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Service Desk Manager
2 months ago
The Opportunity
We are seeking a dedicated Service Desk Manager to oversee a team responsible for delivering exceptional technical assistance. The role requires ensuring that all inquiries are managed with professionalism, while also designing efficient procedures that simplify operations. The emphasis will be on advancing a proactive approach to support that significantly improves user satisfaction. A regular presence at the primary office located in the Swindon area will be necessary, as the role is pivotal to the core functions of the Organisation.
What they Provide:
- Compensation: Up to £63,000 per annum
- Performance-related incentive: Up to 10% of base salary
- Retirement savings plan: Up to 5% employer matching contribution, with an additional 5% match available
- Critical health coverage
- Income assurance protection
- Life insurance benefit
- Annual leave: 25 days, with options to purchase up to 10 additional days
- A variety of flexible benefits including private health and dental coverage, among others
Your Role:
- Ensure adherence to established service management frameworks, quality standards, and security protocols.
- Oversee service desk operations, ensuring the delivery of top-tier support to both internal teams and external partners.
- Lead, inspire, and develop team members to meet and exceed performance targets.
- Manage the resolution process for technical issues in coordination with other departments.
- Continuously seek ways to enhance team performance and efficiency.
- Collaborate with problem management and training teams to reduce support request volumes.
- Prioritize and manage team workloads effectively.
- Build and maintain key stakeholder relationships to ensure user satisfaction.
What You Bring:
- Proven experience leading a service desk within various settings.
- Demonstrated success in implementing service management best practices.
- Strong technical expertise in areas such as Microsoft O365, desktop, and application support.
- Experience in regulated environments, particularly those involving financial advisors.
- Preferred qualifications include a degree, with an advanced degree or equivalent experience being advantageous.
- Familiarity with Assyst or similar tools.
- Strong command of Active Directory.
- Excellent communication skills, capable of engaging stakeholders at all levels.
- A highly motivated individual with a strong commitment to exceptional service delivery.
- Strong analytical, problem-solving, and organizational abilities, with a proactive approach to issue resolution.
If this role looks like something of interest to you please apply below
