Service Desk Manager

Caspian One Limited
Bournemouth, Dorset
10 Jun 2017
10 Jul 2017
Contract Type
Full Time

Job Description:

QuoStar are seeking a Service Desk Manager to join the business in an exciting time of growth. This is a heavy weight role for a professionally minded individual with a keen interest in developing people, processes and systems. The role in summary is to continually build and develop QuoStar’s service teams to maintain world-class standards. This will be a hugely rewarding role, working with people at the top of their game in a fun and hardworking environment.

The key points of the role are:

To manage both the internal and client facing service teams to:

  • Ensure they are working efficiently and effectively.
  • Ensure client and staff satisfaction.
  • Identify areas for continual improvement.
  • Manage through improvements.

To work with the Account Management team to:

  • Ensure they are fully informed with regards to clients’ needs.
  • Identify improvements that would benefit the client.
  • Provide reporting and statistics for clients.
  • On occasion attend client meetings and service reviews.

Key responsibilities:

  • Identify, define, manage, monitor and report on the services and service levels required to support and deliver the Service Desk function.
  • Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored, reported on and communicated to clients.
  • Coordinate the identification and resolution of service incidents and problems and, where required, escalate to and co-ordinate resolution with third party suppliers.
  • Identify and manage service improvement opportunities.
  • Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk.
  • Identify and manage the Service Desk processes, including request management, incident management and problem management.
  • Responsible for the operational service relationship with all clients.
  • Ensure all service management processes are documented, maintained and adhered to.
  • Maintain the Problem Log and help to expedite the resolution of problems identified.
  • Contribute to the change management process; in particular represent the interests of the client when assessing risk and impact. Monitor changes completed and update documentation as required.
  • Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures.
  • Identify and monitor risks, governance and compliance requirements related to the Service Desk environment. Help to specify and implement appropriate mitigation and/or control measures.
  • Ensure compliance with all relevant legislation and regulation with special emphasis on IT Service Management (ISO 20000) and Information Security (ISO 27001).
  • Identify objectives and undertake Service Desk team appraisals. Agree performance measures and, as appropriate, targets.
  • Manage, monitor and report on the performance of the Service Desk against identified KPI’s.
  • Provide exemplary leadership, management and motivation of the Service Desk team promoting professional development opportunities where possible.
  • Ensure Service Desk staff are appropriately skilled and trained to deliver excellent technical support and client service.
  • Manage the Service Desk staffing levels and task allocation to ensure adequate cover for operating workloads.
  • Strive for continuous improvement in everything you do.

Required Experience:

  • Minimum 3 years Service Desk Management or IT Management role
  • Previous technical experience working in a client facing support role

Required Skills:

  • Be a resilient self-starter, comfortable with challenging deadlines and the need to review and evaluate your own priorities, whilst being able to lead and motivate a highly productive Service Desk team in a pressurised environment
  • Excellent organisational skills with the ability to work calmly under pressure, multitask and prioritise
  • Excellent interpersonal skills and the ability to work both independently and as part of a team
  • Flexible and helpful attitude. In particular, the ability to empathise with clients and respond sensitively to their problems, requests and complaints
  • Excellent written and verbal communication skills including the ability to explain technical information clearly
  • Excellent people management skills
  • ISO20000/ITIL
  • Smart appearance
  • Full UK Driving license and own car

Required Qualifications:

  • Degree or Equivalent
  • ITIL

Desired Experience/Qualifications:

  • ISO20000 Practitioner or equivalent

Working Hours:

  • 9:00am to 5:30pm