Service Desk Manager in Shirley

The Service Desk Manager role in Wavenet holds the responsibility for managing a team of support engineers, ensuring that SLA’s are hit, tickets are managed to recognised quality standards and clients are satisfied with the level of service delivered. A critical aspect of the role is managing the team via dashboards and reporting tools such that you are aware of team productivity and effectiveness.

As a line management role, you will be expected to approve holidays, deliver appraisals, manage grievance and performance management processes and act as a leader for your direct reports. It is expected that you will work alongside other service desk managers. You are comfortable in a client facing role, where issues are escalated, you will be capable of reaching out to clients, understanding their concerns, establishing and agreeing a plan of action to address their concerns. Where additional support is required, you will work with other services managers in order to procure the correct level/type of skills. This role requires an individual with strong leadership skills looking to ensure that the organisation provides the exceptional service that is required. Any experience of delivery processes is also beneficial due to the variety of work that can occur within the support division of the business.

The responsibilities fall into the following areas:

• Monitoring Service Desk Performance: Monitoring the work flow and using the helpdesk systems to extract performance information to validate SLA’s are being met, such that the Service Desk Team are effective and efficient in their activities. Monitor call effectiveness through reviewing reporting information provided by the phone system and reviewing how calls are handled by team members. Lead the individuals within the team to ensure we deliver the expected level of service to our customer base.
• People Management: As a line manager you will be expected to process holiday requests, return to work interviews, absence management, appraisals, grievance and disciplinary procedures, conduct interviews and the onboarding of new staff members into your team. A key aspect of the role is ensuring that you understand the skills within your team and any training requirements needed to ensure team members are capable of fulfilling their role. As a line manager you should have an understanding of the career ambitions of members of your team and be able to articulate the organisational framework and roles within the business.
• Problem Management: Where issues are escalated, the Service Desk Manager will be that initial point of escalation for the client. They will need to ensure all facts are gathered and appropriate responses are given to the client. The Service Desk Manager has the ability to escalate further up the management chain if required but should be aiming to resolve all escalated issues at their level.
• Leadership Collaboration: To ensure vital success of your service desk, collaboration with your service desk's technical lead and service support lead will be required. Aligning visions and maintaining communication with these key roles to address challenges and meet targets consistently.
• Technical Support: Where appropriate provide technical support to the team, where the Service Desk Manager possesses the relevant technical skills to do so.
• Prioritise Tasks: A key part of the role as Manager would be to ensure that all the work is suitably prioritised and given the required level of attention.
• Manage Shifts: The Service Desk Manager will be responsible for managing the teams and their shift patterns within the sites to ensure that the business is fully covered at all working hours.