Service Desk Team Manager
- Full-time
Company Description
The Service Desk Team Manager provides strong leadership, guidance and mentoring to a team of Service Desk Analysts, Seniors & Specialists who are customer focused in the delivery of service excellence and continual service improvement.
Job Description
- Job Title: Service Desk Team Manager
- Location: Birstall
- Salary: Up to £32,000 DOE
Your Responsibilities:
- 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
- Collobarating with the wider operational / account teams to implement supportable solutions in line with contractual obligations
- Managing of direct reports and teams through 1:1s, PDRs, 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
Qualifications
- Drive, self motivation and ability to work under own initiative
- The ability to work under pressure in a fast paced environment
- Excellent organisational 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
Desirable
- Knowledge and experience working with ITSM tools such as Service Now
- ITIL Foundation certification
Additional Information
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…
- Up to 38 days holiday, plus bank holidays
- The day off on your birthday!
- Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals.
- Access to excellent discounts and savings at more than 1,200 retailers
- Access to exclusive offers on a range of Daisy products