Service Desk Manager

At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base.

We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager.

There’s never been a more exciting time for us, and we’re looking for like-minded, ambitious individuals who can help us build our business on this exciting journey…

What is involved in this role?

As the Service Desk Manager you are responsible for supervising and motivating the Service Desk team members on a daily basis, managing the support to customers (internal and external) and ensuring that service levels are achieved. Responsible for ensuring the staff are meeting and exceeding expectations on performance, meeting defined metrics/benchmarks, and that standards and processes are followed.

This role is about accuracy, efficiency, strong communication skills and providing the business with the most cost-effective solution whilst delivering a great customer experience.

Your goal is to provide leadership to the Service Desk team and contribute to the successful delivery of world class, innovative IT Managed Services to our customers.

You report to the Head of Service Operations.

Responsibilities

Have defined authority and responsibility for the management of the Service Desk team, acting as the single point of contact for all team issues and queries including induction, coaching, career development advice, succession planning and having responsibility for interim and year-end performance reviews.

Contribute to improving the customer experience by actively responding to queries and handling complaints, always following up with customers to identify areas of improvement.

Build effective relationships when dealing with colleagues, internal and external stakeholders.

Manage and coordinate urgent and complicated support issues. Act as the escalation point for all requests, incidents and problems.

Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.

Obtain training material for support staff from all areas of the business, storing within the knowledge base.

Take overall responsibility for incident management and request fulfilment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk - e.g. monitoring certain classes of event.

Interpret and analyse management information to provide trends, make connections and spot opportunities to improve profitability.

Monitor the work pipeline and identify potential shortages in time and skills. Works with the Head of Service Operations to determine hiring needs and provides support with recruitment interviews and inducting new staff.

Complete work streams and daily tasks as directed by the Head of Service Operations.

Provide data and reporting of KPI’s, SLA’s and trends monthly, quarterly and ad-hoc as needed.

Deliver Service Reviews to customers and stakeholders.

Who will succeed in this role?

Excellent spoken and written English, able to clearly articulate ideas, issues and updates to customers and peers alike.

A high degree of due diligence and attention to detail.

Well organised, able to prioritise multiple work streams and has the common sense to escalate when workloads may pose a risk to customer delivery and SLA's

Demonstrate a clear ability to listen and take in new information, able to interpret instructions from peers and management to ensure work streams are carried out successfully.

Able to work well under pressure, doesn't get flustered and has a clear understanding of their own abilities.

Comfortable providing mentoring and learning activities to groups of engineers in a professional manner, mindful of and sympathetic to the differing needs of individuals.

Able to think for yourself and challenge peers and customers when required to ensure the correct business outcomes.

Strong analytical skills, and strong conflict management skills.

Solid technical background with an ability to give instructions to a non-technical audience.

Customer-service oriented with a strong problem-solving attitude.

Experience

A minimum of 7 (preferably 10) years relevant experience in a support desk engineering or similar technical role, with one to three years of managerial experience and has professional experience and/or certifications.

Exceptional Customer Service capability.

Demonstrate previous working which involved the leadership of Support Desk teams and the mentoring of peers.

Established practitioner of stakeholder management.

Strong relationship management experience; ability to interact with people at all levels of the business with the confidence to influence and negotiate, including with customers.

Familiarity with Cisco technologies and services around networking, security, data centre and collaboration.

Desirable Industry Certifications

ITIL Foundation or Practitioner.

Any ITIL Intermediate Certification

Service Management Qualifications

Any Project Management Qualification.

CCNA or MCSE or equivalent technology skill.

Why Forfusion?

You are looking for advancement and investment in you. You want to progress with clear milestones which are 100% within your control. When you're stuck, you have the humility to ask for help and feel no shame in doing so. You want to be trained, coached, mentored, challenged and stretched. You relish a different culture that affords you flexibility, sensible work/life integration and the chance to be an integral part of a winning team.