Service Desk Manager

Role: Service Desk Manager

Job Type: Permanent

Location: Warrington

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We don’t just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve – our clients include some of the biggest brands in the UK and worldwide. For you, it means more opportunities to make an impact that matters, through challenging projects which demand ambitious innovation.

• Lead a team and their technical growth.
• Build and maintain a team of high-performing individuals.
• Gain exposure to innovative technology.
• Work with customers and identify opportunities to support their strategy and improve their processes across functions.

Job Purpose and Primary Objectives

This role manages require managing teams at UK and Kolkata, India which consists of two Service Desks (UK & Kolkata, India) and Service Management Team. Role needs to interact with customer and manage the requests, escalations, improvement initiatives and work on SD oriented projects. Requirement is for one of the biggest utility customer.

Key responsibilities:

• Develop, gain agreement to, own and maintain the Incident, Critical Incident and Service Request processes (ITIL) and procedures, ensuring procedures are followed, including reviews and problem analysis.
• Management of Service Desk and Service Management Teams.
• Own the knowledge base tool and develop IT Services policies and procedures for its effective use, including review and compliance.
• Manage high profile critical or complex incidents as required and provide updates to management and Customers where necessary.
• Provide communications between the EIT Department and customers during incidents, planned outages and upgrades, using an array of channels and mediums.
• Obtain Customer Feedback to evaluate the level of customer happiness index and satisfaction delivered by the Service Desk.
• Monitor the performance of the Service Desk through the development of OLAs and KPI’s and report against them on a regular basis, as required by senior management
• Plan resources to meet demand Ensure recruitment, performance management, training, career development programs, succession planning, resource planning and HR processes are being managed across the Services Desk.
• Work with projects to interpret requirements from changes to service or new services and develop support documentation for non-technical users and the Service Desk analysts.
• Analyse the impact of new services or changes to services on the Service Desk and develop solutions as appropriate to provide service including resourcing, hours of service, skills transfer, development of the knowledge base etc.
• Define the requirements for Service Desk tools and ensure, through the relevant technical support area, that the tools are maintained to meet the required standards of service. This includes service desk tool instances provided as a service to other business units
• Manage admin tasks for Warrington office.

Key Skills/Knowledge

• Service Now Reports and Dashboards
• Provide IT focused Start of Session planning and support.
• Strong understanding of service management principles and best practices.
• Experience in managing outsourcing contracts and client relationships.
• Knowledge of ITIL framework and its application in service management.

Good to have:

• ITIL V4 Foundation and IT Technical Certifications.
• Experience in Utilities industry
• ITIL V4 Foundation or Intermediate
• Comptia A+
• Customer Excellence
• IT Troubleshooting

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

Diversity, Inclusion & Wellbeing

At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.

You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities include LGBTQ+ and mental health networks, as well as health and wellness initiatives and sports events (we even sponsor the London Marathon).

TCS celebrates inclusion without exception. We are open to all and treat applications equally, regardless of ethnicity, disability, gender, age, sexual orientation or beliefs.

If you are an applicant who needs an accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact us at ansah.steve@tcs.com with the subject line: “Disability Accommodation Request”.

Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.