Service Desk Team Manager

Daisy Group
Birstall, UK
09 Sep 2019
02 Oct 2019
Contract Type
Full Time
The Service Desk Team Manager provides strong leadership, guidance and mentoring to a team of Service Desk Analysts, Seniors and Specialists who are customer focused in the delivery of service excellence and continual service improvement.

The Service Desk Team Manager will directly support the Service Desk Manager in delivery a customer centric approach with a focus on providing value to the customer and the customer relationship.

  • Leading and motivating the team to deliver against agreed objectives, KPIs and SLAs
  • Driving the adoption of continual service improvement in line with both Quality Management and CSAT activities
  • Identifying operational risks and issues and record within the Service Desk risk register
  • Collaborating with the wider operational/account teams to implement supportable solutions in line with contractual obligations.
  • Managing of direct reports and teams through 1:1s, Personal Development Reviews, dashboard reporting and team meetings
  • Implementing and on-going management of documentation, processes and procedures to support working practices
  • Escalation management for direct reports and CSAT output
  • Representing the Service Desk at internal or external meetings which are relevant and appropriate to the success of the desk and the organisation
  • Management reporting inclusive of resource modelling
  • Coaching and mentoring team members
  • Embedding and adoption of the Daisy values and behaviours

  • Ability to lead, influence and develop self and others
  • Drive, self motivation and ability to work under own initiative
  • The ability to work under pressure in a fast paced environment
  • Excellent organisation skills
  • Previous Service Desk and / or line management experience
  • Excellent relationship and people management skills
  • Excellent technical knowledge of the products and services supported by the desk
  • Excellent verbal and written communication skills
  • Excellent analytical/problem solving abilities with which to drive continual and service improvement.

  • Knowledge and experience working with ITSM tools such as Service Now
  • ITIL Foundation certification

Additional informationAbout Us

Whether our customers are retail businesses using customer movements to intelligently adjust product placement, a hospital enabling a doctor to analyse patients test results on their iPad, or a law firm reducing their need for office space through flexible working - we connect our customer's challenges to technology solutions. Our customers trust us to deliver reliable and secure tailored solutions that open up new possibilities for organisational performance and flexibility.

It only takes a quick glance inside Daisy to appreciate the contribution of every single employee to our success. Whatever our employees do - from sales and marketing to engineering and customer service - their dedication is helping thousands of UK businesses realise their digital potential.

In order to reach our target, we make sure that every person has the opportunity to create a long and successful career at Daisy. With so many varied roles across 30 sites throughout the UK, and various training and development programmes, the growth opportunities with us are boundless.

So if you're an enthusiastic, driven and passionate individual looking to make a difference, you could be just the type of person we are looking for.

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It's about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer...
  • 25 days holidays, plus bank holidays, and the option to purchase more!
  • Professional development to help you achieve your personal goals
  • Eye care vouchers available and discounted Medicash membership
  • Access to discounts and savings at more than 1,200 retailers
  • An additional day off on your birthday or if you're getting married
  • Auto enrolment following probation into a salary pension scheme
  • Access to exclusive offers on a range of Daisy products

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