Service Desk Manager
iRecruit Partners Ltd
, , United Kingdom
Service Desk Manager Overview of the role: The role of the Service Desk Manager is pivotal in leading and overseeing the daily operations of the service desk team, ensuring efficient and effective support for our customers. This role involves managing a team of service desk analysts, coordination with both internal and external departments and maintaining high levels of customer satisfaction. The Service Desk Manager is also responsible for developing and implementing service desk policies, procedures and best practices to enhance service delivery. Main Responsibilities: Reporting to the Director of Operations, this role is responsible for achieving excellent customer satisfaction by maintaining service level agreements (SLAs) for services provided by Client and will undertake the following key tasks: Lead and manage the service desk team, including hiring, training and performance evaluations. Ensure timely and accurate resolution of service requests and incidents. Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service desk performance. Collaborate with other internal and external departments to ensure seamless service delivery and support. Implement and maintain service desk tools and technologies. Identify and address areas for improvement in service desk processes and procedures. Provide regular reports on service desk performance and customer satisfaction. Manage escalations and ensure effective communication with stakeholders. Manage and collaborate with third party suppliers where appropriate and ensure their performance is in line with clients expectations. Participate in customer service reviews when required. Be part of the On Call Team on a rota system (24x7) Skills and Experience: Key skills required: Ability to handle customers at both an operational and senior level Knowledge of IT service desk tools and best practices (knowledge of ServiceNow is advantageous) Strong interpersonal and communication skills - presentation, written and verbal Excellent IT literacy Ability to prioritise a busy workload Ability to meet deadlines and maintain high standards even when under pressure. Able and experienced in motivating and managing teams effectively. ITIL Professional Preferred but not essential Microsoft Excel proficient Personality skills: Must be self-motivated and able to work on own initiative Must work well in a team environment Experience in a similar Service Desk Manager/Customer Engagement role would also be of benefit. About Client What we do: Client is an innovative IT services organisation, which is 100% dedicated to the channel. We specialise in the provision of high-quality IT spares, logistics and comprehensive complementary services designed to help boost our client s efficiency and profitability and enable our clients to excel. Perhaps the best testimony to the quality of our services is our customers loyalty, as many have committed to long-term, multi-year agreements, with some partnerships stretching back 20 years, to Client s beginnings. Our Values: As well as the technical skills, experience and attributes that are required for the role, our values sit at the core of our organisation. Therefore, we always look for people who can continuously champion our values through-out the business within their day-to-day role: Positivity: Client strives to approach things with energy and enthusiasm. We operate with agility to generate successful outcomes. Preparation: We re focused, firstly we plan, then, we execute with customer first focus. Curiosity: Client commits to continuously learn and act with curiosity and desire. Continuous Improvement: We set the bar for ourselves personally and collaborate with colleagues to succeed. Consideration: Client operates ethically and value diversity, equality and inclusion to make everyone feel welcome and supported. We always assume the best intentions of colleagues, customers and suppliers without accepting failure. What working for Client can do for you: Long-term career development in a high-growth business. Competitive salary Pension scheme Life Assurance Recruitment referral scheme 25-day holiday allowance, plus bank holidays Paid charity day Vodafone employee advantage scheme Eye care vouchers Canada Life wellbeing support benefits Bespoke training to suit individual needs and development. Friendly working environment with a real focus on our Environment, Social, Governance (ESG) goals. Equal Opportunities: Client is an equal opportunities employer. We are committed to providing a workplace free from discrimination or harassment. Decisions related to hiring, compensation, training and evaluating performance are made fairly and we provide equal opportunities to all qualified candidates and employees. We strive to create an inclusive environment that makes every employee and candidate feel welcome.