Service Desk Manager

  • Indefinite
  • Full time
  • Remote
  • Support

We're adding a new and exciting role to our team - which will give you the chance to work with a breadth of well-known customers.

As Service Desk Manager you will be responsible for the quality and responsiveness of our service desk. Our service desk covers Microsoft Data Analytics, Cognos Analytics and Planning Analytics solutions. You will be a key contact working with both the Support Consultants and Customers to ensure tickets are addressed efficiently, effectively and in line with SLAs. You will lead daily stand-ups, team meetings and manage the performance of the Service Desk through the support of KPIs.

You will be involved with the journey of a supported customer by managing the Service Management Activities, from service take-on, service reviews, token and call-off day management through to involvement with the renewals process.

As a newly created position, you will be able to shape the role as you grow with us, but we do need both service management skills and expertise in service delivery.

Key Responsibilities

  • Quality and responsiveness of our Managed Services and Support function
  • Team metrics and achievement of SLAs
  • Managed Services Contract management including renewals
  • Proactive management of tokens and call-off days, ensuring we deliver value to our customers
  • Service Reviews report preparation and customer meetings
  • Continual service improvement

Skills and Attributes Required

  • 2+ years’ experience as a Service Desk Manager or Service Desk Lead
  • An understanding of Data Analytic solutions
  • Strong communication skills, with the ability to develop effective working relationship with customers
  • Service focused
  • Detail orientated and proactive in nature
  • A willingness to take ownership of problems and resolve these
  • ITIL 4 Foundation
  • Project management skills - Prince2, Agile or similar would be advantageous