Service Desk Manager

Hiring People
Cheshire, UK
24 Jul 2019
01 Aug 2019
Contract Type
Full Time
Service Desk Manager

Our client is an established IT solutions provider and offer a wide range of IT related services. They are looking to recruit a Service Desk Manager who is responsible for the day to day operation of the client's technical Service Desk, managing the performance of services to customers. Ensure that agreed service levels are achieved in line with contracts and that customers' expectations are met or exceeded.

They will manage a support team comprising of Service Desk Analysts and Senior Service Desk Analysts.

The purpose of the role is to manage, develop and maintain a highly effective Service Desk capability within a Managed Services environment. The role is essential in delivering and maintaining agreed levels of service and developing the trust and satisfaction amongst the external customer base.

The Service Desk Manager will be involved in a variety of tasks that requires interaction with the company's customer base and all internal staff.

Key Responsibilities

Team Management

* Provide day to day management of the Service Desk
* Management of the Managed Services Service Desk including the Service Desk Team Leads and Service Desk staff
* Direct line management of technical teams, including recruiting, training and developing through coaching and mentoring
* Mentoring and development of the Service Desk Team
* Provide strong service leadership for the team, creating a learning environment to support the career development of all team members
* Demonstrate and drive collaboration across all customer facing services teams
* Managing the team's holidays and shifts to ensure there is sufficient cover whilst also performing performance appraisals

Ticket Management

* Facilitate service restoration of tickets logged by Customers within agreed SLA's by identifying and resolving issues / managing the escalation of tickets
* Deliver service that exceeds customer expectations, including service issue progress updates
* Incident management ensuring that SLA's are achieved and client expectations are met (or exceeded)
* Leads team members to ensure timely resolution to issues across the organization, assigns work as needed, and tracks trends and issues that may need to be escalated


* Act as a point of escalation and single point of contact during the resolution of incidents which are business critical
* Accountable for facilitating escalations across the service desk and highlighting issues to business stakeholders
* Manages complaints efficiently and effectively and continuously looks to improve customer satisfaction in line with the Service Delivery function

ITSM Tooling

* Fully develop, utilise and promote the service desk support tools (ITSM tool, Self Service etc)
* Being a driving force for continuous improvement, eg via simplification and automation
* To champion the ITSM system working with the Service Delivery team to look for improvements and more efficient ways of working
* Ensures that good processes are being followed and measured for all Service Desk staff
* Ensure all incidents are resolved quickly within the agreed structured escalation process

Management Reporting and Performance

* Setting targets, producing reports and management information on Service Desk quality and performance
* Set, review and effectively manage performance management targets for all team members

Knowledge and Documentation

* Driving the creation and improvement of a knowledge base (KB) and process documentation within the technical teams
* Proactively seek opportunities to drive service improvement initiatives out of the Service Desk, including reduced call abandonment, increased percentage of first call fixes, in depth knowledge and customer experience
* Maintaining system documentation and support procedures

Key Required Skills & Experience

* Minimum of 5 years' experience working within an IT service environment
* Minimum 5 years' experience in delivering IT support / customer service to customers
* ITIL v3 Foundation (required)
* ITIL Intermediate (desirable)
* Strong knowledge of Incident and Problem management processes including implementing, developing and maturing ITIL aligned processes within a large complex environment
* Track record in management of teams and personnel
* ITSM experience, coupled with a forward-looking approach to Service Management and how to drive its future development
* A focus on training and mentoring team members and a proven record in people management
* Experience of managing a busy split site service desk function
* Proven service desk leadership capabilities
* Must aspire to a culture of service excellence, with a proactive attitude to managing issues and keeping customers updated at all times
* A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
* Excellent documentation skills and attention to detail
* Highly motivated self-starter
* Excellent written and verbal communication skills
* To work under pressure and think clearly in challenging situations in a logical manner
* To be flexible in approach and be comfortable with a fluid organisational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervision

Working Conditions

* This position is based at the Frontline HQ in Handforth, Wilmslow
* 09:00 - 17:30 Monday - Friday
* Potential for Duty Manager 24x7 escalation requirement

About the company

'We are based in Handforth, near Manchester. We are an established IT solutions provider, and offer a wide range of IT related services. Our technology partnerships include: SAP Gold Business Partner, Microsoft Gold Partner, VMware Enterprise Partner, Veeam Enterprise Partner, IBM Premier Business Partner and Citrix Silver Partner. We offer excellent prospects for the right candidate within a successful, very well established company.'

How to Apply

Please attach an up to date CV to the link provided and our client will be in direct contact.

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