Service desk manager

Spring Technology
£40000 - £50000 per annum
07 Nov 2017
15 Nov 2017
Contract Type
Full Time
My client based in Wembley is going through a large transformation and due to continued growth a position has arouse as a Service desk manager. This is a fantastic opportunity to be a pivotal part of a team that is expanding.
The role of Service Desk Manager is to manage all contact for all internal (including Service Delivery functions) and external contractual customers and to oversee and manage overall Service Desk operations across all lines, including Off Site Support Teams. The Service Desk Manager will be responsible for continuous quality of services `delivery as well as Customer Service Improvement Plans.
*To ensure the Company standard procedures for Incident Management, Problem Management and Service Level Management are applied and adhered to
*To ensure the Configuration Management Database (CMDB) is used, maintained and reported on in accordance with Company policies and procedures
*To fulfil enquiries/requests for information from customers and service delivery teams
*To fulfil service requests adhering to the agreed delivery process and service levels set out in customer Service Catalogues/ Contracts.
Personal Responsibilities
*Submit monthly reports and provide ad-hoc reports when needed to Head of Services
*Inform Head of Services of all customer complaints, accolades and SLA breaches (with mitigation or explanations)
*Monitor, measure and report on KPI and SLAs
*Provide monthly Service Report to Head of Services based on monthly ticket data highlighting Major Incidents, Problem Areas, Trends, Volumes including short summary of analysis on team(s) performance and action plans.
*Produce Service Desk Resources Required Forecast
People Management
*Manage Resource demand planning and forecasting using the Company's chosen toolset
*Ensure compliance with weekly and monthly time sheet completion requirements for self and direct and direct reports
*Hold regular team meetings (at least monthly) using a standard agenda and publish minutes
*Communicate to the team any client issues that concern them
*Develop, own and agree team and personal objectives with Head of Services
*Ensure Training and Development Plans are developed, tracked and completed for you and your staff
*Ensure clearly defined objectives are developed, agreed, tracked and completed for you and your staff
*Hold quarterly Performance Review meetings with individual staff and document
*Ensure staff comply with the working practices
*Ensure that you and your staff comply to all policies and act on any breaches of policies appropriately
*Ensure any issues or complaints raised by staff are appropriately addressed, managed or escalated
*Review resource utilisation on a monthly basis with the 1st, 2nd and 3rd Team leader.
*Review resource requests for projects (internal and external) approve/decline resource allocation to non-BAU work based on forecast and coverage
*Manage the recruitment of temporary and permanent members of the team
*Monitor staff morale and offer help to raise the morale should the need arise
*Ensure that your direct and indirect reports follow and comply including the below.
*Ensure that in the event of sickness, an individual claim form is forwarded to the Head of Services on the first day back at work
*Ensure all holiday requests are approved by the Head of Services before any leave is taken or flights booked, etc.
*Ensure you and your staff are aware of and comply to all client processes when working on client site i.e. Change Control Process, Health & Safety Policy
*Comply with Incident Management Processes and ensure all calls logged are categorised and assigned according to the agreed standards
*Comply with Change Management Processes
*As above, ensure no changes are conducted without an approved change request
*Monitor all Incidents and Service Requests logged to ensure SLAs for Response and Resolution are met
*Escalation of Incidents and Service Requests about to breach SLA prior to any breach
*Comply with Configuration Management Processes and ensure the CMDB is updated according to the agreed standards
*Provide reports from CMDB as and when required
*Ensure documentation and processes exist for the area you are responsible for and that they are in accordance with standards and are regularly reviewed
*Ensure documentation and processes are adhered to by yourself and your team
*Create and maintain Continuous Service Improvement Plan with the input from Service Desk Team Leaders
*Conduct Monthly Service Desk Performance Review
*Maintain clear visibility of Resource Scheduling and utilisation across all teams
*Review and consult with Project Manager regarding Knowledge Transfer and Setting up Support Tools in Transition Services type Projects
*Maintain a financial awareness of the costs incurred by the team
*Ensure that overtime is only authorised when the overtime is properly justified and the employee informs you beforehand and completes the 'Team Overtime' form by the 20th of each month
*Ensure all external courses you or your staff are booked on are attended to avoid cancellation fees or non-attendance fees being charged
*Produce a strategy for your area in line with the business strategy
*Take ownership of the area you manage and drive the team forward in line with business strategy
*Plan, initiate and measure service improvements when required
*Ensure Successor Plans and Knowledge Base are maintained for all your staff members and that sufficient training and tools are available to enable stand-in cover to be implemented easily
*Review all Service Desk related proposals to ensure that correct timings and costs have been placed against work
*Review all documents produced by projects and customer IT personnel to ensure they comply with standards and are fully supportable
*Liaise with projects team and customer on matters relating to work remit
*Identify resource shortage and underutilisation, create corrective action and propose it to the Head of Services
*Work towards acquiring new business by taking part of the proposal writing process for Selling Managed Services on both an approval level.
Customer Service
*Manage client expectations in relation to delivery and project requirements
*Provide technical advice to customers
*Build and maintain relationships with customers and clients for your area
*Represent your team to the business and clients acting as a leader for your staff
*Communicate the devised plans and actions within the CSIP towards the customers
*Manage clear and transparent communication towards the customers in case of Severity 1&2 incidents
*Manage customer escalations
*Attend Service Delivery meetings with the Service Delivery Manager to share statistics on calls, plans, etc.
Technical responsibilities
*Delegate work appropriately and effectively whilst maintaining ownership and responsibility
*Ensure efficiently performing ticket triage of new calls at the point of logging.
*Implementing necessary practices to bring about call closure, including on aged incidents
*Improve customer satisfaction, improve 1st time fix rate.
*Input to project co-ordinators and managers to help produce proposals for work undertaken on behalf of the customer to be delivered by the team
*Attend meetings as required based on work being undertaken
*Be an escalation point for managerial and personal matters raised by your team
*Assist fellow team members in identifying solutions to problems
*Be flexible and be able to work out of hours when necessary
Key Measurements
*Key measurement examples have been highlighted below. To be agreed.
*All calls into the Service Desk to be answered within 30 seconds
*Achieve an average call answer time of 95% across all Incident and Request classifications
*Achieve a Resolution rate of >95% across all Incident and Request classifications
*Zero calls/service requests breaching SLA without prior escalation
*CMDB updates to be input within 24 hours
*CMDB assets to be accurate against sample checking within a tolerance of 5%
*All timesheets for self and staff to be completed accurately and submitted by the target date
*Service Desk KPIs and their continuous improvement
*Achieve and maintain agreed Resource Utilisation targets
*Monthly reports delivered
Person Specification
*ITIL foundation level as minimum and partial or full ITIL practitioner / manager certification
*2+ years' experience in a Service Desk management role for a multi-client service
*Experience of performance indicator and management reporting tools
*Line management experience: recruiting, performance appraisals, mentoring, corrective actions, leadership
*Strong analytical skills, specifically the ability to identify and analyse trends and to identify and implement improvement opportunities across the Service Desk function; including incident trend analysis, resource utilisation analysis and cost analysis
*Good knowledge of information technology, trends, vendors, systems and services
*Ability to demonstrate exceptional attention to detail
*Effective co-ordination skills - able to prioritise and execute competing activities
*Good communication skills - ability to clearly communicate technical concepts and information to technical and non-technical personnel both internally and externally
*Good interpersonal skills - ability to liaise with personnel at all levels and adapt style accordingly. Ability to work within a team environment
*Planning and Organisation: Applies a resourceful, structured and methodical approach to work, using time management skills and prioritising a complex workload

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