Service Desk Team Manager

2 weeks ago

UK, UK, United Kingdom MHR Full time

As a family-owned business our people are central to our success, and following years of organic, consecutive growth, we’re looking for people who share our core values of sustainability, trust, collaboration, and innovation to drive us forwards.

Software never stays the same and neither do we. We want our people to be part of a progressive organisation, encouraged to embrace change and new ideas to shape our future development. Your input is vital, which is why we’re committed to personalised learning paths for every employee to help you, and us, grow.

Our goal is to make the world of work easier as a leader in the HR, payroll, finance, and integration solutions software and services industry. We’re proud to design and develop some of the best business solutions like iTrent and People First to support our customers’ people-related challenges across every vertical.

Looking for the place where you can belong? Join MHR and help us shape the world of work.


Are you ready to take your career to the next level? Due to an internal promotion, we are seeking a dedicated Service Desk Team Manager. If you have a passion for delivering exceptional customer service and are enthusiastic about cultivating a high-performing team while contributing to the development of our bespoke software, then this opportunity is perfect for you If you're excited about the prospect of managing a dynamic team, driving performance, and working with cutting-edge software, we encourage you to apply.

Key responsibilities:

  • Contact Centre/Support Desk Background: We're looking for candidates with experience in Contact Centre/Support Desk roles, particularly in Software Support. If you have a background in this area, your skills will be invaluable.
  • Ticket and LiveChat Management: Knowledge and expertise in Ticket and LiveChat management are key components of this role. You should be well-versed in these aspects of support.
  • Knowledge Base Utilisation: Understanding how to effectively use a Knowledge Base is another important requirement for this position.
  • Supervise and Lead: As the Service Desk Team Manager, you'll lead, supervise, and motivate a team of Support Specialists. You will be the primary point of contact for your team, guiding them towards success.
  • Performance Management and Data Utilisation: Utilise MI and BI data to manage team performance and continuously improve our operations. Your proficiency in working with CRM data and strong Excel skills will be put to good use.
  • Foster a Positive Team Environment: Create a positive team environment with a culture of open communication. Providing regular feedback and support is essential to nurturing a productive and motivated team.
  • Set Clear Team Goals: Work with your team to establish clear and achievable goals that align with our business requirements. Setting the direction for your team's success is a key part of your role.
  • Delegate Tasks and Monitor Performance: Delegate tasks and set deadlines, ensuring that team members are accountable for their responsibilities. Your ability to monitor team performance and provide coaching and development opportunities will be vital in achieving our SLAs.
  • Share Ideas and Drive Improvement: Collaborate with the leadership team to share ideas for improvement and best practices. Your insights will help shape our ongoing success.
  • Generate Reports and Metrics: Monitor team performance and build and deliver reports and metrics. Your analytical skills will play a pivotal role in tracking our progress.
  • Motivate and Provide Coaching: Motivate team members and identify training needs, offering coaching where necessary to enhance their skills and contributions.
  • Conflict Resolution and Queue Management: Listen to team members' feedback and resolve any issues or conflicts that may arise. Efficiently manage Ticket and LiveChat queues to ensure smooth operations.
  • Recognise and Reward Excellence: Recognise and reward high-performing team members, fostering a culture of achievement and excellence within your team.

Key Skills:

  • An understanding of: Payroll and/or HR would be a valuable advantage in this role.
  • Technical proficiency: understanding of the technical aspects of the cervices and products the service desk supports.
  • Leadership and Management skills: Ability to inspire, guide, and manage a team.
  • Communication skills: Strong communication skills to interact with team members, customers and stakeholders.
  • Problem-solving skills: the capability to analyse complex issues and well-informed decisions under pressure.


Benefits to support you personally and professionally

Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

  • Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs
  • 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave
  • Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays
  • Monthly employee recognition program and departmental awards
  • Referral bonus scheme of up to £2,000
  • Employee-led social events such as running clubs, football teams, book clubs, and bake-offs
  • On-site subsidised restaurants offering a variety of fresh meals daily
  • Opt-in benefits schemes such as private medical insurance and dental coverage

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.

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