Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Permanent
Location: Halifax
Salary: £35000 - £45000 per annum
Start Date: asap
Reference: JK/SDM1
Contact Name: Jade Kassaye
Contact Email:
Job Published: February 02, 2018 12:29

Job Description

 Delivery Management
  • Management of the Technical Operations Team, including responsibility for the service desk and management and implementation of the teams’ personal development plans.
  • Empower the team to take ownership of incidents, problems and changes.
  • Ensures staff rotas and escalation processes are in place to ensure the service operates 24/6.
  • Monitor individual and team performance to achieve SLAs and QA standards.
  • Defining and monitoring SLAs in relation to contracted services, ensuring the SLAs are achieved; service quality and client expectations are met or exceeded.
  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed.
  • Implement and facilitate internal training sessions with reference to service delivery.
  • To ensure that reports are provided to an agreed schedule (or on request), including capacity management and service desk performance reports.
 People Management 

 Responsible for Technical Operations team shaping, building, development through coaching and mentoring, management and motivation in line with the Operating Principles.
  • Empower the team to take ownership of incidents, problems and changes.
  • Holding monthly 121s and quarterly reviews with the Technical Operations team
  • Managing disciplinary and grievance procedures concerning the technical operations team.
  • Develops positive, constructive, proactive and customer centric behaviours within the team and all individuals are measured accordingly.
 Quality Management
  • Responsible for managing the quality of deliverables for service
  • Ensure all cases notes are accurate and up to date on SNOW and Salesforce
  • Responsible for ensuring that all KPIs defined are met or exceeded
  • Ensure all documentation and information is kept up to date
  • Ensure all new contracts and services are accepted into service as per the procedure.
  Performance Indicators/Targets
  • High customer satisfaction ratings
  • 95% of incidents dealt with within agreed SLA

   Min 3 years experience in a high paced service environment.

  1. 2.  Strong leadership skills in managing and developing teams – min 2 years
  2. 3.  Change Management experience
  3. 4.  Excellent analytical and problem solving skills.

 Worked in process improvements initiatives to drive efficiency and service improvements – either Lean or Six Sigma

 Education and Qualifications
  1. Ideally educated to 3rd level education standards.
  2. Ideally ITIL Service Management accreditation