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- Tasks: Lead a dynamic team to deliver top-notch IT support and resolve customer issues.
- Company: Join CGI, a recognised leader in tech innovation and employee satisfaction.
- Benefits: Enjoy competitive salary, private healthcare, pension scheme, and flexible working options.
- Why this job: Make a real impact while growing your career in a supportive environment.
- Qualifications: Experience in team leadership within a Service Desk or Call Centre setting.
- Other info: Embrace inclusivity and diversity in a role that values your contributions.
The predicted salary is between 36000 - 60000 £ per year.
Are you ready to take ownership of your career, solve real-world challenges and be part of a supportive, innovative team? At CGI, we empower you to grow, think creatively and make a difference. We are recruiting for Service Desk Team Managers to join our 5* Service Desk and play a vital role in delivering exceptional IT support to our valued clients over the phone. Our clients include council workers supporting major cities, government agencies and large UK commercial businesses.
CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the 'World's Best Employers' by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare and 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, including the Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant.
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.
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:
Ideally you will have Team Lead/Management experience within a Service Desk/Call Centre environment.
Hours of Cover:
37.5 Hours. Shifts are on a rota basis between 07:00 - 20:00, 5 days a week, flexible between Monday and Sunday. 2 days a week in the Bridgend office, 3 days a week WFH.
Skills:
Leadership
Service Desk Team Manager in Bridgend employer: CGI
Contact Detail:
CGI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Manager in Bridgend
✨Tip Number 1
Network like a pro! Reach out to current or former employees at CGI on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching common questions for Service Desk Team Managers. Think about how your past experiences align with the role and be ready to share specific examples that showcase your leadership skills.
✨Tip Number 3
Show off your personality! During interviews, let your passion for IT support and team management shine through. CGI values creativity and innovation, so don’t be afraid to share your ideas on improving service delivery.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the CGI community.
We think you need these skills to ace Service Desk Team Manager in Bridgend
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Service Desk Team Manager role. Highlight your leadership experience and any relevant achievements in a service desk or call centre environment.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for our team. Share specific examples of how you've inspired and motivated teams in the past, and how you can bring that energy to CGI.
Showcase Your Problem-Solving Skills: In your application, give us a taste of how you tackle real-world challenges. Mention any instances where you've improved processes or resolved customer issues effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with CGI!
How to prepare for a job interview at CGI
✨Know Your Stuff
Before the interview, make sure you understand the role of a Service Desk Team Manager inside out. Familiarise yourself with common IT support issues and how to manage a team effectively. This will help you answer questions confidently and show that you're ready to take ownership.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous management experience. Think of specific examples where you've inspired or motivated a team, resolved conflicts, or improved performance. Highlighting these experiences will demonstrate your capability to lead a multi-skilled team.
✨Understand the Company Culture
CGI values inclusivity and creativity, so do your homework on their culture. Be ready to discuss how you can contribute to a supportive environment and align with their goals. Showing that you fit into their ethos can set you apart from other candidates.
✨Prepare Questions
Interviews are a two-way street, so prepare thoughtful questions about the role, team dynamics, and company goals. This not only shows your interest but also helps you gauge if the company is the right fit for you. Ask about their approach to team wellbeing and how they support career growth.
