Service Desk Supervisor
1 week ago
**Role**: Service Desk Supervisor
**Location**: Peterborough
**Salary**: £26,000
Concept IT are currently recruiting for a Service Desk Supervisor on behalf of one of the UK's leading Technology and Service providers. The Service Desk Supervisor will be responsible for a team of Service Desk Analysts, reporting into the Service OperationsTeam Leader.
**Key responsibilities**:
- Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.
- Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
- Ensure process, procedural and contractual agreements are being followed correctly by the team.
- Daily, Weekly, Monthly & Ad-hoc reporting when required.
- Point of escalation for both internal and external customers, taking ownership through to resolution
- Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's
- Identify and escalate any potential breach of service level or risk to the client
- Provide relevant stakeholders within Services with ad hoc reports
**Knowledge & Experience**
- Awareness of ITIL methodologies and best practice
- Knowledge of the working practices of the area responsible for
- Good working knowledge of Microsoft Word, Excel and Outlook
- Previous team management experience
- Practical experience of an external Managed Services provider
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