Support Desk Manager

4 months ago

Solihull, United Kingdom ASSA ABLOY Full time

Job Title: Support Desk Manager

Main Responsibilities and Tasks:

1st Line & 2nd Line Management: Oversee support teams to ensure efficient operation. Monitor & Review KPIs: Ensure best practices are followed and standards are maintained. Strengthen Product Knowledge: Enhance the team's understanding of products for effective remote support. Customer Direct Support: Conduct monthly meetings with key customer accounts. Customer Relations: Maintain exemplary standards to build and maintain rapport with customers. Team Meetings: Hold regular and structured meetings with support team members. Recruitment: Handle all recruitment requirements for the support team. Training: Review current training programs/matrix and evaluate further training needs
Escalated Issues: Manage escalated customer concerns, ensuring follow-up actions and meetings. New Initiatives: Support and lead new initiatives such as AI/chatbot implementations. Task Delegation: Delegate tasks to support business requirements. Collaboration: Work with other departments to ensure high-quality customer service. Service Levels: Ensure maintenance and service levels are met according to customer project contracts and SLAs. Process Improvement: Collaborate with senior leadership and departmental management to develop and implement continuous improvement processes. Disciplinary Procedures: Carry out disciplinary procedures as per HR processes. Quality Feedback: Attend quality meetings to provide structured feedback and address quality concerns. Incident Management: Implement and manage incident response protocols. Service Desk Tools: Manage and optimise service desk tools and software. Documentation: Ensure all processes and troubleshooting guides are well-documented and up-to-date. Customer Feedback: Gather and analyse customer feedback to improve service delivery, utilising data such as NPS feedback. Performance Reporting: Deliver regular performance reports to senior management. Budget Management: Oversee the support desk budget. Shift Management: Develop and manage staff schedules. Compliance: Ensure compliance with relevant regulations and standards.

Key Working Relationships (Internal and External):

Reporting: Report to the Head of Service. Cross-department Collaboration: Work with the commercial and sales team to understand and meet customer requirements. Account Management: Liaise with key account sales managers. Product Team Liaison: Coordinate with internal software and product teams. Client Interaction: Build rapport, listen to clients’ needs, and adapt to changes. IT Department: Work closely with the IT department. External Vendors: Liaise with external vendors and service providers.

Person Profile: Essential Qualifications, Experience, Knowledge, and Behaviours:

Organised and Punctual: Well-organised, punctual, and self-disciplined. Communication Skills: Excellent verbal and written communication skills. Problem-solving: Proactive and efficient problem solver with a holistic view of business and customer needs. Initiative: Ability to work independently and make appropriate decisions. Ethical and Trustworthy: Maintain a high level of integrity and trustworthiness. Professionalism: Maintain a professional appearance and represent Biosite and ASSA ABLOY brands in line with the code of conduct. Leadership Skills: Strong leadership and team management skills. Customer Service Driven: Focus on customer service and satisfaction. Analytical Skills: Ability to analyse data for decision-making and process improvements. Stress Management: Ability to handle stressful situations effectively.

Desirable:

Industry Knowledge: Strong construction industry knowledge. Team Management: Experience managing a wide range of teams. Computer Literacy: Proficient with PC hardware & software, including MS Project, Excel, Word, PowerPoint, etc Technical Understanding: Good understanding of electrical wiring, equipment, networking, and routing. Customer Engagement: Experience engaging with customers in high-pressure environments. Infosec Certification: Familiarity with the GDPR and infosec legislation. ● CRM Systems: Experience using CRM systems.

Salary and Benefits:

Leave: 24 days leave, increasing by 1 day per year after 2 years of employment. Pension: Company pension scheme. Technology: Tablet/phone and laptop provided. Training: Opportunities for internal and external training. Hybrid Working: Minimum of 4 days office-based.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

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