Head of Service Desk

**About the role**

Service desk is a crucial factor for the success and reputation of the group. The successful individual must be able to lead a large team in a way that is both professional and efficient whilst ensuring our customers are supported with the highest levels of service.
- Customer Focus
- Build relationships with key decision-makers and stakeholders.
- Customer Engagement - (continually listening to customers, evolving and improving the way we operate).
- Identify customer pain points and instigate ways to improve them.
- Understand customer needs and ensure that the necessary service levels are in place.
- Work with leaders to address any gaps/concerns that may affect the customer’s overall experience.
- Be able to Identify sales opportunities.
- Measure customer satisfaction and act on findings.
- Complaints management.
- Undertake service reviews.
- Manage customer expectations where necessary using meaningful data/KPIs.
- Follow up and delegate any customer actions with internal stakeholders, including SLT (resulting from service reviews, complaints, major incidents, etc).

**Service Desk/KPIs**
- Ticket management - (ensure tickets are being progressed in a timely manner with the appropriate level of updates).
- SLA management - (ensure SLAs are being adhered to by the service desk team).
- Regular focus on aged tickets to prevent any backlog/customer complaints.
- Incident management of high-profile incidents - (manage and control the overall major incident process and work closely with customers and internal stakeholders).
- Drive high C-SAT scores and response rates by introducing initiatives and address any dissatisfaction immediately.
- Implement the ITIL framework to drive customer experience, SLA performance, and service management best practices.
- Provide regular performance updates to the SLT/Exec team via the monthly SLT report and calls.
- Improve customer satisfaction, first time fix rates and response/resolution times by identifying training needs for the team.
- Identify bottlenecks causing resolution delays and liaise with relevant stakeholders across the business to overcome these.
- Set weekly and monthly KPIs for the service desk team, regularly review and analyse trends.
- Utilise data to continually drive and improve customer experience and SLA/team performance.
- Coordinate service desk related projects.
- Resource management - (ensure sufficient cover is in place 24/7/365).
- Process and documentation management - (create and maintain support processes. Assist internal teams with processes where required).

**People Leadership**
- Lead, coach and develop the service desk management team, the 4-tiered service desk and the 24/7 Monitoring team to achieve and exceed service levels.
- Drive a high performing team by encouraging consistent performance of the highest standard, with a focus on attention to detail and customer satisfaction.
- Ensure close alignment within the team to promote a productive team.
- Ensure the teams are equipped with the relevant documentation and tools to be able to perform efficiently.
- Create training and exam plans for the team and ensure vendor partnership requirements are met.

**Requirements**:

- In depth knowledge of service desk/contact centre customer service environments.
- Highly flexible in terms of active hours and availability to travel to different locations.
- Understanding and experience of the ITIL framework.

**Benefits**:
As well as a competitive salary, we also offer a great range of benefits, including:

- 25 days holiday (plus bank holidays)
- An additional half day holiday on your birthday
- Salary sacrifice pension scheme
- Employee discounts
- Cash plan medical care
- Private medical insurance
- Quarterly prize draw