Service Desk Manager

**We are a Telecoms and Technology company headquartered in Solihull and a communications company with a difference.** Our work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of our solutions, We are a trusted supplier of voice, data, cloud, security and mobile solutionsto thousands of businesses across the UK. We have around 250 passionate colleagues working within our business supporting our ever-growing customer’s needs.

**Summary and purpose of the Job**:
The Service Desk Manager is required to manage, motivate and drive the 1st and 2nd Line Teams ensuring that tickets are responded to and managed appropriately within a structured customer service environment. The Service Desk Manager will own KPIs for theirarea of operations and will provide regular reports on performance.

**Responsibilities**:
This is a Supervisory role with the following key responsibilities:

- Maintaining a high level of customer satisfaction.
- Inspiring the team to supply world class delivery of products and services driven by excellent customer experience.
- Managing all Tickets within SLA.
- Keeping all customers, with open tickets, regularly updated.
- Ensure customer and 3rd party communication from the team is professional, timely and correct at all times and lead by example.
- Owning escalations for the network team and liaise with Senior Management to resolve
- Look at current processes and implement new processes where required
- Assist the Director of Operations with the planning and committing of resources within the Team ensuring that engineering tasks are correctly resourced.
- Communicate effectively within the Service Support team and with Account Managers to provide the very best service to our customers.
- Taking responsibility for individual staff performance.
- Providing training for the 1st and 2nd Line Network Teams.
- Providing coaching and mentoring of staff.
- Providing regular and ad-hoc performance reports to the business.
- Managing staff absence against commitments.
- Working with 3rd Party Contractors to supplement in-house skills.

**Essential Criteria**
- A good standard of academic qualifications.
- Must have experience of working in busy technical service desk environment either in a Senior Operative or Team Lead role.
- Must have worked in a structured service desk environment
- Must have excellent Networking knowledge and experience. (CISCO, Juniper, Ethernet, BGP)
- Must have ITILv3 Foundation.
- Any service desk or helpdesk software.
- Microsoft Office Suite, particularly Word and Excel.
- To be able to work as a member of a team and inspire and motivate.
- Plan their own diary and prioritise accordingly.
- Able to produce and maintain reports on service performance.
- Careful planning and customer empathy are key.
- Must be self-motivated and able to address issues as they arise, needs to be able to own the issue and escalate accordingly. Will make decisions in line with best practice and via consultation with the senior members of the business.
- A structured approach to resolving issues that can be demonstrated accordingly.
- Communication skills and client empathy are key attributes. Being able to converse at the right level for the audience, be it to a client or internally to Solar staff. Understanding how to deal with client issues and take ownership as appropriate.
- Clear and confident communicator.
- A good leader with the ability to motivate staff and direct them to delivering a high level of service.
- Strong personality with confidence to drive and develop the staff within their Team.
- The individual must understand the ethos of working as a team member and be able to liaise and work with all members of the Solar business.
- A good team worker with the ability to integrate quickly.
- Ability to work outside of regular hours, travel between client sites, and stay away from home on an occasional basis.
- To participate in the customer OOH service on a rota basis.
- Willingness to work outside of normal business hours when required to do so.

**Desirable Criteria**
- ITIL
- CCNA
- Experience and knowledge of supporting voice and data systems.
- Mobile experience.
- Any other Telecoms experience.
- Managing 1st Line Teams.

**Previous experience of telecommunications would be an advantage. You will be required to work from our Headquarters based in Solihull, however, as a business we do encourage agile working which includes working some days of the week from a home location.If you want to further your career and join a forward-thinking business, this might be the role for you.