Customer Service Scheduler

**Job role**:**Service Desk Manager**

**Department**:**Support Services

**Location**:**Gateshead
**Working Pattern**: Monday to Friday (37.5 hours per week) - 4 days in Office
**Contract**:**Permanent

**Reporting to**:**Gavin Burke (Head of Technical Operations)

**What were all about**

At Agilico were on a journey to build a better future for our people and planet. Were proud to be the UKs pioneering Circular-First workplace technology business.

From supporting the United Nations Sustainable Development Goals, implementing a wide range of environmental initiatives, and achieving Net Zero status by 2030, were dedicated to integrating sustainable practices throughout our operations.

We want our actions to cause a ripple effect across our business, our customers, our network and our supply chain. Every action, no matter how small, has the power to create meaningful change. Together, we can amplify our efforts and pave the way for a more sustainable tomorrow.

**Job Summary**

The Service Desk Manager will oversee the daily operations of the service desk, ensuring efficient and effective resolution of user issues. This role involves managing a team of support technicians within IT and Telco, maintaining service levels, and continuously improving service desk processes to enhance user satisfaction and operational efficiency.

**Key Responsibilities**

Team Management
- Lead, mentor, and manage a team of service desk technicians to ensure high performance.
- Conduct regular performance evaluations and provide feedback to team members.
- Develop and implement training programs to enhance the skills and knowledge of the support team.

Service Desk Operations
- Oversee the day-to-day operations of the service desk, ensuring prompt and efficient resolution of user issues.
- Monitor service desk metrics and KPIs to ensure compliance with service level agreements (SLAs).
- Implement and maintain service desk processes and procedures to ensure consistent and high-quality service.
- Ensure calls are answered within 10 seconds

Customer Service
- Ensure a high level of customer satisfaction by managing user expectations and providing timely updates on issue resolution.
- Address and resolve escalated user issues and complaints.
- Develop and maintain strong relationships with key stakeholders and users.

Process Improvement
- Identify areas for improvement in service desk operations and implement changes to enhance efficiency and effectiveness.
- Develop and maintain a knowledge base of common issues and resolutions.
- Stay updated with the latest industry trends and best practices in IT support and service management.

Incident and Problem Management
- Manage the lifecycle of incidents and problems from initial report to resolution and closure.
- Conduct root cause analysis for recurring issues and implement long-term solutions.
- Collaborate with other IT teams and external vendors to resolve complex technical issues.

Reporting and Documentation
- Prepare and present regular reports on service desk performance, including metrics and trends.
- Maintain accurate records of service desk activities, including incident logs and user interactions.
- Ensure documentation is up-to-date and accessible for the support team and users.

**Requirements**:
Education
- Bachelors degree in Information Technology, ITIL in Service Management, Computer Science, or a related field, or equivalent experience.Experience
- Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or management role.
- Proven experience in managing a service desk or IT support team.

Technical Skills
- Strong understanding of ITIL principles and service management best practices.
- Proficiency in using service management software (e.g., ServiceNow, Jira Service Desk, Connect Wise).
- Knowledge of IT infrastructure, including hardware, software, and network systems.

Soft Skills
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Detail-oriented with strong problem-solving abilities.

Flexibility
- You may be required to work overtime when necessary due to customer requirements.
- You may be required to work in a different department to back fill engineers or management.

Travel
- Travelling to customer sites throughout the UK maybe required.

**Preferred Qualifications**
- ITIL certification or equivalent.
- Experience with service desk automation and self-service technologies.
- Knowledge of cybersecurity best practices and data protection regulations.

**What We Offer**
- Opportunities to progress and grow your career
- 23 days holiday plus bank holidays, rising to 28 days after 5 years
- Stakeholder pension scheme & death in service benefit.
- Agile Perks reward platform offering discounts and great deals
- Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
- Cycle to wo