We\'re recruiting for Service Desk Team Managers to join our 5
Responsibilities
- Manage a multi-skilled team of up to 25 analysts responsible for identifying, triaging and resolving customer faults and requests.
- Inspire and motivate team members. Act as a strong, positive role model for behaviour.
- Foster a cohesive, creative and comfortable working environment, mediating any interpersonal issues within the team and supporting member wellbeing through the measures available at CGI.
- Set specific, measurable goals in line with our key performance indicators and provide coaching and support to improve member performance.
- Adhere to all HR policies and procedures.
- Monitor compliance and quality checks, actively looking to achieve positive customer service.
- Liaise with Senior Management to achieve strategic goals, SLAs and key financials defined by the business.
- Conduct regular 1-2-1s and performance reviews with members.
- Manage client escalations.
- Identify opportunities for improvements and drive cost reductions through increased efficiency.
- Ensure compliance with ISO standards.
Qualifications
- Team Lead/Management experience within a Service Desk/Call Centre environment.
- Leadership experience.
- Are you ready to take ownership of your career, solve real-world challenges and be part of a supportive, innovative team?
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you\'ll reach your full potential because …
We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a member not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector.
Due to the secure nature of the role – All applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (SC) level.
