Job Title: Service Desk Manager
Location: Hull
Salary: £30,000 – £35,000 per annum, depending on experience
Job type: Full-time, Permanent (Monday – Friday, 40 hours per week)
The Company is a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. They are looking for a Service Desk Manager to join their growing Technical Support team.
As Service Desk Manager, you will be responsible for the day-to-day delivery of their IT support function. Monitoring and reporting on IT service performance, you will assist the Management Team in developing IT capabilities whilst ensuring SLAs are met. You will provide leadership and take responsibility for the performance management and development of the IT support team. You will enhance service standards and develop common systems and processes based on industry best practice. The role is very much hands-on, and you will be pivotal to improving productivity within the department.
You will be technical astute and able to build strong relationships with stakeholders, team members and third-party suppliers.
Ideally you will have experience of working in a similar role, have excellent interpersonal skills, be customer focused and enjoy working to tight deadlines. You may be expected to travel to visit clients so candidates should possess a full driving licence.
You may be required to be flexible at times as you may be asked to work outside normal office hours to meet the needs of clients.
Job Duties:
- Ensuring all Service Desk staff are adhering to service level targets and escalating tickets where required
- Establish best practices throughout the entire support process
- Continuously look to improve the processes for ticket flow to improve departmental efficiency
- Mentor technical support staff including career progression with personal development plans and KPI’s
- Contribute to improving customer service by actively responding to queries and handling complaints.
- Project assistance where required including reporting to stakeholders
- Undertaking of departmental meetings (incident reviews)
- Use data analysis provided for the Service Desk to ensure productivity and highlight areas for improvement
- Define and be responsible for ensuring that escalation paths are adhered to
- Scheduling of departmental resources for support incidents and project-based work
- Provide monthly reporting packs on service desk performance
- Managing departmental monitoring tools
- Strive to improve communications both internally and client facing.
- Managing staffing shifts and Out of Hours rota
Key Requirements:
- Similar experience in a Service Desk Manager role
- Proven people management skills
- Strong knowledge of working with SLA’s and KPI’s
- Experience with SLA driven Service Desk software
- Experience of working within a Managed Service Provider environment
- Strong customer service skills
- Knowledge of ITIL framework (qualifications desirable)
- Basic understanding of Technical Support disciplines (Windows Server, Active Directory, Hyper-V, Office 365, and Networking)
- Conversant with account management functions
- Basic project management experience (beneficial)
- Driving Licence
Benefits:
- Enhanced Pension Scheme
- 22 days annual leave (plus bank holidays and continuous service reward)
- Develop relevant accreditation, knowledge, and skills
- Company commission + bonus scheme
- Training rewards
- Childcare vouchers
Please click the APPLY button to send your CV and covering letter for this role.
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