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Service Desk Manager (Cloud MSP)

£45000 - £55000 per annum + Fantastic training, Private insuranc
Apply2019-12-01 20:07:332020-11-22GCS Recruitment

Service Desk Manager (Cloud MSP)

Date posted: December 1, 2019
£45000 - £55000 per annum + Fantastic training, Private insuranc
Any, London
Permanent
Job description

Service Desk Manager

One of the fastest growing IT Support and Cloud Services providers in the UK are on the search for an experience

The business specialize across Networking, Cloud & Security.

Reporting To: Head of IT

Location: London (Euston/Kings Cross)

Purpose of the Job

To provide optimal value to the business and customers by providing a high quality, customer focused service desk function to ensure that service levels and customer expectations are met or exceeded.

Main Duties and Responsibilities

  1. Issue Resolution:
    1. Ensure accurate and timely resolution of incidents and requests in line with published Service Level Agreements (SLA's).
    2. Manage customer escalations and conflicts to resolve the immediate issue, rebuild customer trust and identify underlying cause of concern to prevent reoccurrence
    3. Manage all Service desk and onsite engineer delivery.
  1. KPI's
    1. Provide data and reporting of KPI's and trends, with recommendations for improvement, to ensure the service is suitably managed and optimised.
    2. Drive, design, implement and maintain improvements to key metrics, including First Time Fix Rates through better process, technology and management
  1. Process:
    1. Implement and maintain best practice ITIL processes to ensure high customer satisfaction and good technical outcomes
    2. Plan, coordinate and support business processes and systems
  1. Major Incidents:
    1. Meticulously plan and document the Major Incident process, and continually refine based on experience and knowledge to ensure that responses in a major incident is professional and effective, with due regard for customer service
    2. In the event of a major incident, assume management of the incident, allocating responsibilities appropriately to other team and company colleagues and acting as the primary communication channel internally.
  1. Customer Satisfaction
    1. Actively promote excellent customer service for all front line service delivery, constantly seeking ways to improve customer experience and satisfaction
    2. Drive quality initiatives and assessments both internally and customer facing to identify and deliver areas for improvement
  1. Technology
    1. Ensure that ITSM system is fit for purpose, is kept up to date and used to support the service desk deliverables.
    2. Ensure that all technology supports ITIL standards and processes
  1. Team Management:
    1. Anticipate and plan required staffing levels and skill requirements to identify the right quantity and quality of staff required to deliver the desired service
    2. Line manage direct reports, acting as a role model for how the direct reports should manage their own teams
    3. Ensure that all Service Desk team members are train, coached, mentored and developed to skill them appropriately and to develop their careers.
    4. Ensure that all service desk team members are managed in line with company policy and aspirations.
  1. Common Responsibilities:
    1. Maintain up to date knowledge of operational procedures and Employee handbook and comply with the requirements
    2. Work collaboratively with team members
    3. Participate fully in company-wide initiatives
    4. Undertake other duties as may reasonably requested by management

Person Specification

Education / Qualifications

  • Formal Training and experience in a recognised Service Delivery model (i.e. ITIL),
  • PRINCE2 (desirable)

Knowledge and Experience

  • Demonstrable experience of managing a fast growing service desk
  • Demonstrable experience of applying ITIL framework to a fast paced commercial environment
  • Demonstrable experience of leading multi-skilled teams
  • Managed Services experience
  • ITIL implementation including but not exclusively Incident, Problem, Change/Release, Asset Management
  • Demonstrable experience and ability to lead and to effectively communicate with staff and customers at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines

Personal Qualities and Competences

Excellence Needed: Vital to role

  • Customer Service
  • Quality Focus
  • Problem Solving
  • Decision Making
  • Leadership of Others
  • Working under pressure
  • Change management

Needed consistently: important to the role

  • Attention to Detail
  • Negotiation
  • Commercial awareness
  • Influencing & Persuasion
  • Strong Oral and Written Communication
  • External Representation
  • Research & Evaluation
  • Multi-Tasking

Needed at a basic level: helpful to role but not essential

  • Strategic Thinking
  • Build and Develop Networks

What the business can offer you

  • Competitive salary
  • 23 days' annual holiday plus public holidays
  • Learning environment working alongside experts in the latest technologies
  • Special focus on training and development (they will pay for any/all training and qualifications you wish to pursue)
  • Social committee that organises quarterly social events (karting, bowling, pizza evenings and other exciting events)
  • A vibrant London office
  • Exceptional career progression opportunities

If you would like to find out more about the opportunity please send over your resume.

E: Jamie.sharpstone@gcsrecruitment.com DD: 0203 829 3039

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.

Reference: Azure202_1575230852

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