Service Desk Manager

If you are an experienced Service Desk Manager with excellent communication skills and a proven track record of providing technical support whilst managing a small team, we have an exciting opportunity for you.

Please note this is a hybrid role with 50% onsite attendance in Hertfordshire.

SummaryYou will lead, coach and inspire a team of service desk engineers providing them with clear KPI’s required to deliver a successful support service. The goal of the service desk manager is to achieve industry leading employee engagement scores whilst delivering world class customer satisfaction.

Responsibilities

• Successfully lead & manage the Service Desk Team, driving a culture of service excellence, continuous improvement and delighting our customers.
• Onboard new users into the Service Desk ensuring a seamless support transition is delivered
• Line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning.
• Create and report on and improve key Service Desk performance metrics (ticket volume trends, first line resolution rate, SLA’s, response time, wait time, resolution time, customer satisfaction
• Ensure KPI’s set for Team Leaders and Technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores
• Ownership of P1 tickets and driving to resolution ensuring the customer is kept informed at all times, ensuring SLA’s and customer expectations are met.
• Working with the Project team to transition projects to Internal support services
• Proactively report service desk metrics, successes and area’s requiring attention to the senior management team
• Deliver continuous service improvement objectives set by the senior management team.
• Contributing to the continuous improvement of the Service Department, its practices and processes, with emphasis on enhancing the customer experience through innovative thinking
• Reduce the number of interactions per tickets (Customer & Technician)
• Increase Knowledgebase participation across all teams
• SLA Improvement - Reduce the average ticket turnaround time by increasing both Fix and Response SLA’s

Required Skills and Experience

• Experience as a Service Desk Manager or Senior Engineer with some Team Lead experience
• A good understanding of Windows 11, O365, Autopilot, Active Directory, ITIL and an ability to apply methods which improve the services delivered to our customers and improve the working environment of our engineering team
• Thorough knowledge of IT products and services enabling explanation of technical concepts
• IT support experience at a 2nd line level

Key Competencies

• Exceptional stakeholder management. Confident, proactive communicator, able to navigate difficult conversations
• Able to manage an extremely busy workload well, to delegate and prioritise
• Positive, ability to energise and motivate the team.
• Confident taking ownership in pressured situations
• Decisive with a pragmatic approach
• Creative problem solver
• Exceptional written and verbal communication, excellent report writing skills
• Professional, leads by example