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Head of Customer Services – Service Desk Manager

Added 14 days ago


As part of the wider Systems team, you will provide leadership, supervision and motivation to the customer Service Desk team. You will supervise daily activities and ensure the team has the proper training, process and procedures to meet our internal customer commitments, whilst helping the company to meet its strategic objectives.

Essential Skills and Experience:
  • Proven experience of providing technical support and of leading a Service Desk function
  • Proven experience with working in Project and ITSM frameworks
  • Customer focused approach in everything you do
  • Proactive and positive manner
  • Ability to set out a clear strategic direction and motivate others
  • Ability to meet deadlines and thrive in a constantly changing work environment
  • Ability to communicate technical information to an audience with various levels of technical understanding
  • Self-motivated and able to work effectively alone as well as part of a team
Desirable Experience:

• Minimum ITIL Foundation qualified
• Degree in technical or related discipline
• Experience of working within a professional services organisation

Main Responsibilities
  • Responsible for meeting all SLAs / OLAs and KPIs
  • Provide timely support and resolution to internal customer support requests
  • Provide a high level of service to all customers
  • Maintain a high level of customer satisfaction
  • Provide support and resolve customer issues, escalating to the Infrastructure and Development teams, when necessary
  • Track escalated support issues, working with customers to communicate status
  • Take ownership of the Service Knowledgebase
  • Perform service desk analysis to identify training opportunities and common trends for support
  • Provide assistance in customer testing of applications and hardware
  • Ensure work is managed within the agreed project management and service management frameworks.
Training & Development
  • Proactively improve the use of IT systems throughout the firm by identifying and resolving training needs
  • Ensure effective IT training is delivered to customers using a variety of delivery methods and to all levels of staff
  • Manage training projects to ensure that effective training is provided to support services and business initiatives
  • Ensure Service Desk team members are maximising their potential and have on-going, relevant, continuous development training
  • Support team members in achieving goals through the provision of SMART objectives and KPIs
  • Carry out performance reviews for all direct reports
  • Develop and model a culture of teamwork, resilience and high performance

Vacancy Overview

Location Southport
Salary £33,000
Contract Full-time
Experience Non-legal
Department Systems & IT
Closes 28th Jul 2017

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