Service Desk Manager / Service Manager

Expiring today

Global Technology Solutions Ltd
12 Jul 2018
20 Jul 2018
Contract Type
Full Time
We are looking for a Service Manager who was extensive experience in running a live support desk and managing engineering staff who can excel in this role to join our dynamic and successful working environment.

You should have excellent communication skills and the ability to work under pressure and to tight deadlines, whilst delivering excellent customer service within your role.

As the Service Manager, you will have strong people management skills with a proven background in leading and motivating teams of IT support and strategy engineers

The role's key responsibilities are:
?To manage the Support Desk and the Support Desk analysts, ensuring all incoming support requests are processed efficiently.
?Escalation point for both staff and customers in relation to process or service failure and work with internal service and support teams and customers to address such issues
?To manage the Parts planning team and ensure defined stock levels are met at all times.
?Continually seek opportunities to increase customer satisfaction and deepen customer relationships
?To provide ongoing management and support to the engineers at any time while on customer sites.
?Liaise with the Logistics Manager to ensure all SLA's are met with both Engineering skill and parts required.
?To ensure all SLA's and KPI's are met through regular reviews and audits.
?Ensure any 3rd parties involved in the managed services delivery to customers are delivering as expected/contracted
?Provide monthly reporting to the Operations Director for all chargeable works carried out and Customer Service reports.
?Produce weekly/monthly call to success ratio performance reports for Operations Director
?Liaise with the Company's customer base as and when required.
?Ensure every team member has a detailed career progression plan with motivational targets and training programme. Conduct regular performance evaluations
?Investigate support problems and find solutions in a quick, effective and cost effective manner.
?Motivate each individual in the team to achieve to the very best of their ability and exceed expectations
?Facilitate regular (daily and weekly) department team meetings and reviews
?Support with the transition of managed services from contract win to operational deployment
?Attend meetings and contribute to company strategy and policy-making as required.
?To be available for out of hours cover as and when required.


?Experience of working as a Service Manager in an ITIL environment
?Management experience to include training, development, appraisals, conduct management and motivation of staff
?Ability to manage demanding customer requests in a fast paced, agile environment
?Technical management from a service delivery perspective
?Enthusiastic self-starter with excellent verbal and written communication skills at a senior level
?Strong analytical skills and the ability to develop and recommend solutions for problems/issues
?Experience in implementing and monitoring SLAs and KPIs and ensuring they are adhered to
?Ability to develop, implement and manage processes and procedures according to Best Practices
?Team work - professional communication and presentation skills - to be able to transfer knowledge clearly to the customer and internal teams
?Experience and knowledge of the ITIL framework - ITIL certification is preferred
?A strong skillset on Networking, Server and Storage Systems across the following manufacturers HP, IBM, SUN, Dell, Cisco and Hitachi.
?Excellent technical skills and knowledge are essential as well as experience of working within a similar role
?Proven People Management skills

Other requirements
Current full and valid driving license.
The role may require both international and domestic travel, and will also require working outside of normal business hours on a 24/7 x 365 shift system (once probation period is passed).

If you have the above skill and experience please apply now!

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