Service Desk Team Manager

5 days ago


Bridgend, United Kingdom ENGINEERINGUK Full time

Service Desk Team Manager Are you ready to take ownership of your career, solve real‑world challenges and be part of a supportive, innovative team? At CGI, we empower you to grow, think creatively and make a difference. We're recruiting for Service Desk Team Managers to join our 5* Service Desk and play a vital role in delivering exceptional IT support to our valued clients over the phone. Our clients include council workers supporting major cities, government agencies and large UK commercial businesses. CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the 'World's Best Employers' by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare and a share scheme (3.5% + 3.5% matching) which makes you a member, not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including the Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Due to the secure nature of the role, all applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (SC) level. Responsibilities Manage a multi‑skilled team of up to 25 analysts responsible for identifying, triaging and resolving customer faults and requests Inspire and motivate team members; act as a strong, positive role model for behaviour Foster a cohesive, creative and comfortable working environment, mediating any interpersonal issues within the team and supporting member wellbeing through the measures available at CGI Set specific, measurable goals in line with our key performance indicators and provide coaching and support to improve member performance Adhere to all HR policies and procedures Monitor compliance and quality checks, actively looking to achieve positive customer service Liaise with Senior Management to achieve strategic goals, SLAs and key financials defined by the business Conduct regular 1-2-1s and performance reviews with members Manage client escalations Identify opportunities for improvements and drive cost reductions through increased efficiency Ensure compliance with ISO standards Qualifications Ideally you will have Team Lead/Management experience within a Service Desk/Call Centre environment. Hours of Cover 37.5 Hours Shifts are on a rota basis between 07:00 - 20:00 5 days a week, flexible between Monday and Sunday 2 days a week in the Bridgend office, 3 days a week WFH Skills Leadership Reference 1253218 Click here to apply #J-18808-Ljbffr



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