Information Technology Service Desk Manager

IT Service Desk Manager

Division: ICT

Department: ICT Service Desk Operations

Reports to (Job Title): Head of Service Desk Operations

Main Goal

This is a leadership role responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices and end user estate to both our internal and external client base. To manage the performance of the Service Desk services & support to clients and ensure that service levels are achieved and to ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to their performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide exceptional customer service.

Responsibilities/Tasks

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents as required. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Manage and drive major incident process, problem and change management and capacity planning activities.
• Ensure appropriate availability of regional personnel to support the daily workload.
• Set and monitor work standards to consistently meet with the customer and company requirements.
• Develop relationships with customer key contacts, other support agencies and third-party vendors.
• Understand and be fully conversant with all customer services processes relevant to support business processes.
• Develop channel partner capability to provide services through training and support
• Manage customer onboarding activities to ensure all customers get the best start to their service with us.
• Work closely with sales teams and other relevant internal personnel to maximise revenue opportunities an maintain customer satisfaction.
• Understand and be fully conversant with all processes relevant to the department, making recommendations for improvement.
• Hold regular team meetings, initiate and encourage the sharing of information throughout the team, department and whole organisation.
• Develop and implement working procedures to ensure adherence to customer SLAs.
• Analyse reoccurring faults to enable the proactive escalation and resolution of problems.
• Establish control and delivery of 3rd party products and services that form part of the overall customer contract.
• Train, coach and mentor Service Desk team including supporting regular performance review and career development activities. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
• Oversee knowledgebase and document repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
• Any other tasks as directed

Key relationships:

• Direct reports: IT Service desk team leaders
• Other internal: All other KDUK departments
• Other external: External customers Dealer Service Managers, Engineers and Principals; third party service providers

Knowledge, Experience & Skills

• MSP experience is essential
• Experience of leading a team
• ITIL certification - Desirable
• Strong technical knowledge
• Ability to manage multiple priorities and meet deadlines

Competencies and Key Success Factors

• Be able to provide clear direction
• Team management
• Customer centric

What we can offer you

• Salary (Competitive)
• 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
• A buying and selling holiday scheme
• Life Assurance (4 x base salary)
• Pension Scheme – A total contribution of 8% – 5% Employer and 3% Employee.
• Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
• Enhanced Maternity and Paternity leave
• Employee Assistance Programme
• Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
• Lifeworks – Access to discounts / perks
• EyeCare – Access to money off for glasses and sight test

Values:

The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.