IT Service Desk Manager

**Overview**:
We are hiring for an IT Service Desk Manager to be responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is part general management, part service operationsand part special projects. In addition to managing a potentially large staff of support agents, the service desk manager also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to otherareas of the business.

**Role & Responsibilities**:

- Influence the strategic direction and takes responsibility for the full range of service desk functions, including organisational frameworks for complaints, service standards and operational agreements. Measure success against business goals, performancetargets and agreed service levels.
- Ensure standards are maintained through call monitoring & call coaching, customer feedback and KPI targets. Ensure excellent levels of customer service to customers at all times, instilling a customer service ethos throughout the team. Ensure that all complaintsare addressed promptly and resolved in line with the Cantium Complaints and Compliments Procedure. Ensure that procedures and working practices are regularly reviewed and updated and the central knowledge base is effectively maintained.
- Drive continuous improvement through fostering a data driven culture within the Service Desk Teams, ensuring the correct metrics are utilised to encourage positive behaviours.
- Take responsibility for the co-ordination of day-to-day queries, escalations, advice and the review of feedback and appropriate action.
- Plan and evaluate the work of the team to ensure the most efficiant overall use of resources.
- Ensure the team are agile in their response to new customers/services in order to provide a seamless service by ensuring timely transfer of knowledge and the creation of Knowledge base articles.
- Manage and provide day-to-day development of the team in order to ensure a fully motivated and professional workforce.
- Ensure that all tickets from customers requesting assistance (Incidents and Requests) are handled promptly and effectively such that agreed service levels are met; is pro-active to ensure that customers receive appropriate advice and guidance. Ensure thatpriority setting, and escalation procedures are applied and requests that cannot be resolved are escalated promptly to the appropriate team.
- Review and assess individual performance and behaviours through regular one to one meetings, appraisals, coaching moments and individual stats and performance managing where appropriate.
- Regularly monitor and report the status and speed of resolution of requests and incidents and be proactive in identifying opportunities to streamline or improve processes and/or systems, products or services.
- Liaise with appropriate teams/colleagues to ensure that call exceptions are dealt with quickly and effectively and act as a senior point of contact in the event of high priority calls and major incidents; delegating resource to work collaboratively as required.
- Chair monthly team meetings and create a collaborative environment which encourages individuals to participate and share information and knowledge.
- Maintain awareness of the Cantium overall goals and objectives and ensure the service provided is aligned to the needs of the business and the customer. Recognise and act upon opportunities to improve the service based on business and customer need, feedinginto the relevant SIP as required.
- Ensure the Skills Matrix is maintained, reviewed and updated accurately and any gaps in knowledge or behaviours are addressed through training or mentoring/coaching. Align team and individual performance, goals and targets with the ICT business plan, missionstatement, goals and objectives.
- Managing Proposals, Projects and Change Process on behalf of the Service Desk teams, by reviewing and analysing associated impact and risk, representation at meetings and making informed decisions on approvals/rejections.

**Package**:

- Excellent salary
- Minimum of 33 days holiday (inc. bank holidays)
- Generous contributory pension scheme.
- People focused culture with great communication and development opportunities.
- A wide range of workplace wellbeing services.
- Electric Car Scheme.
- Employee shopping discount scheme.