The Service Desk Team Manager is an important role as it provides a Managed Services and technical support function to assist the Service Desk in increasing the first contact resolution rates and reducing the overall cost per incident of the service.

Primarily responsible to drive Customer Service Excellence, Customer Satisfaction and Technical Escalation support to Service Desk Analysts and to be the Technical point of contact. Is responsible for Technical sign off for any new service offering implemented into the Service Desk as well as providing documentation of a technical nature to support this.

Responsibilities:

• To maintain efficient Service Desk process knowledge within a multiple client support model
• Customer Service Excellence ethos
• Customer Satisfaction visibility and Service Improvement implementation
• KPI and SLA experience within a multiple client support model
• Report writing within a multiple client support model
• Ensure working inline with ITIL v3 framework.
• Support management when required in meetings, interviews and conference calls.
• To provide technical guidance and act as a visible face and knowledgeable resource for the service desk and other impacted teams.
• Able to review, work loads, team member capabilities and training and development needs
• Apply consistent approach and deliver consistent quality across engagements.
• Act as an escalation point and provide support to Department team Managers by defining best practice and quality standards and ensuring they are understood and followed.
• To maintain personal professional competency and appropriate development.
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
• Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• If you are a Manager of staff, you must ensure:
  • your team are aware of their security responsibilities & know how to access Daisy Group Security Policies hosted on the Intranet;
  • the principles listed with the Daisy Group Security Policy Statement document are embedded within the operations of your team.
• Carry out any ‘ad hoc’ assignments as and when required.
• On call requirement to support the team and customer base.
• To be compliant with health and safety company policy and legislation.

The following skills, knowledge, experience and qualities are required:

Essential:

• A strong technical background
• Ability to lead, influence and develop self and others
• Drive, self motivation and ability to work under own initiative
• Understanding of ITIL v3 methodology
• Good understanding of Service Desk best practice standards
• Previous Service Desk and / or line management experience
• The ability to work under pressure in a fast paced environment
• Excellent telephone manner with the ability to communicate on all levels
• Excellent communications skills
• Excellent relationship and people management skills
• Excellent analytical/problem solving abilities with which to drive continual and service improvement
• Understand the importance of Customer Service Excellence
• Professional and calm approach at all times particularly when dealing with difficult situations;
• Ability to work well in a team environment
• Achieved GCSE C grade or above in English and Maths or equivalent

Desirable:

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

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 holiday, plus bank holidays - with the option to buy up to 10 more days!
• 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