Purpose of the Job

Working within ITIL Framework, the Service Desk Manager is responsible for managing daily operations of the Service Desk in line with Group objectives and service standards.

The service desk manager will be responsible for managing and inspiring a team of service desk analysts to deliver an exceptional customer service experience for users across the Group. The Service Desk Manager will represent the team to other stakeholders and help ensure that the Service Desk is constantly developing and improving.

Main Responsibilities

• Lead and manage a team of globally dispersed Service Desk Analysts
• Setting SMART objectives for team and carrying out regular 1-2-1’s and appraisals to review performance and addressing any under-performance rapidly in line with Group policy.
• Develop the team to ensure that appropriate technical skill and competency levels are achieved and maintained.
• Deliver excellent customer service by developing a customer focused culture within your team.
• Build and maintain effective relationships with key stakeholders.
• Works within complex or new situations in high paced business environment.
• Build and maintain knowledgebase, training, process, and procedure materials for Service Desk team.
• Conduct continuous improvement seeking opportunities to increase customer service, improve processes & procedures and enhance employee satisfaction.
• Take ownership of escalations, acting as an escalation point for users, team members and key stakeholders.
• Management of all HR related activities relevant to your team
• Champion IT, and your team, across the Group
• Management and prioritisation of the team’s workload ensuring availability of staff.
• Take ownership of project streams to drive results for the Group.
• Identify initiatives to drive cost savings.
• Carry out daily reviews of the service desk teams open tickets to ensure adherence to process and SLA, providing ‘on the spot’ feedback to analysts where necessary.
• Create reports and dashboards to monitor team and individual service desk analyst performance against objectives.
• Review and approve invoices related to the ordering of new IT stock.
• Regularly audit the asset register within the ITSM Platform for end user equipment
• Take ownership of sending service outage and planned maintenance comms to end users.
• Identify opportunities for improvement based on user feedback and existing processes.
• Stand in for Manager during absence to ensure operational objectives are met.
• Develop a detailed understanding of the Group and departments that are supported.
• Build and maintain good relationships with the IT Team globally.
• Participate in ISO Audits / maintaining ISO Standards as required, including creating reports and providing evidence.
• Ensure systems and documentation is maintained in line with ISO standards.
• Any other such duties that might be reasonably required for this role.

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