Service Desk Performance Manager

4 weeks ago


Solihull, United Kingdom Serco Full time

Service Desk Performance Manager
Solihull Office - Homer Road
Full Time, Permanent

Salary - £, - £, (dependent on experience) 

Here at Serco, we are seeking a pro-active and self-motivated Service Desk Performance Manager who will lead the Service Desk in providing service excellence through management of individual and team performance, to ensure we deliver a high level of customer satisfaction and achieve our business goals. You will be an integral member of the Customer Services Team, delivering a high level of leadership to aid staff retention and development.


As part of this you’ll:

Deliver Service Desk services and manage Service Desk staff, being responsible for the operational performance of the team in a /7/ environment. Conduct regular team meetings and 1-2-1 sessions. Provide a point of escalation for issues within the team, and a point of delegation from senior management. Deliver a high-quality call answering, logging and customer service facility. Ensure that all incoming incidents and requests are logged, diagnosed and escalated and consistent quality standards. Manage the delivery of high-quality first and second line IT Support. Deliver a high-quality response and resolution service for incidents in line with target SLAs. Liaise and work with all relevant support areas in the escalation of major incidents. Identify and maintain a stimulating and learning working environment for Service Desk staff. Oversee timely resolution of incidents and service requests and ticket closure. Familiarity with Serco ITS SIAM methodology


What you’ll need to do the role:

You will be a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service and people management skills. 3+ years’ Service Desk staff management experience preferably in a large commercial support environment. ITIL V3 Foundation or above / equivalent awareness. ISO 1/ awareness. Full SC Clearance or eligibility to obtain and sustain. Logical thinker and problem solver who is capable of working in a pressurised environment.

Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer: 

days annual leave. Up to 6% contributory pension scheme. Free onsite parking. Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships. A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more. A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco. A safe and supportive culture. A company passionate about diversity and inclusion.

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