Description
We are looking for an experienced contract Service Desk Manager
Position and expectations
The role is to mange the IT Service Desk, to make rapid, short term improvements to the performance of the IT service desk function. In addition to the short-term activities the Service Desk Manager will be required to produce medium and long term improvement plans and recommendations required to transform the Service Desk into a streamlined organisation, incorporating relevant industry standard best practices based on the ITIL methodology.
The Manager will use their proven experience to identify and implement improvements within the tools, processes and organisation of the Service Desk function working both at a practical hands-on level as well as providing input into the strategic direction and planning for the future of the service.
They will be able to effect improvement and change at all levels of the Service Desk function, from mentoring and coaching of management and team leaders, through to streamlining the day-to-day operational practices of the agents. As well as undertake practical, hands-on activities as necessary to make tangible improvements to tools, process, procedures and reporting as well as positively influencing the culture within the team.
The ultimate objective of the activities will be to improve customer perception, increase efficiency and provide the transparency and visibility to enable effective governance of the Service Desk Service.
Key Tasks
- Pick up and deliver current in-flight improvement projects/activities.
- Improve motivation and instil a results and performance driven culture within the Team
- Optimise operational practices of agents in terms of call handling, customer service, escalation handling and communication.
- Develop performance reports and metrics.
- Provide hands-on support to the existing personnel to make rapid improvements in processes and systems.
- Optimise the usage and value of the Incident Management system.
- Review and improve customer interfaces for the service (telephone, email, etc).
- Implement automation and efficiency into the existing Service Desk processes and procedures.
- Implement Processes and procedures in line with ITIL methodology.
- Mentor the management and team members.
- Define training plans, roles and skill sets required to improve the maturity of the Service Desk service.
- Optimise the usage of the telephony solution, including call routing, ACD, etc
- Implement metrics required to manage and monitor service performance.
- Implement necessary changes to process and procedure to improve the reliability of the service.
- Define recommendations and a roadmap for future improvements to the Service Desk.
Must Haves
- Proven mature management experience in a Service Desk Environment.
- Demonstrable experience within a Management role within an ITIL conformant organisation.
- ITIL qualified.
- Exceptional Customer Service skills.
- IT process change/service improvement experience.
- Experience of implementing KPI's, SLA's, OLA's and Service reporting.
- Experience of organisational and business change.
- Helpdesk Call Management, Call handling/routing and ACD systems.
- Experience of implementing and optimising Incident management systems.
- Able to motivate and change team behaviours.
- Experience of managing Service Desk teams including training, coaching and mentoring at all levels.
- Experience of working with Incident, Problem, Change and Configuration management processes.
In addition your CV will be looked at favourably if you are ;
- Familiar with TouchPaper & Service-Now systems
- Familiar with Cisco IPT Contact Centre system
- Call Centre telephony implementations experienced
- A candidate with an IT Service Industry background
- Familiar with working within projects using Prince2