Service Desk Manager

Role description:

The Service Desk manager will lead, and motivate a team of Service Desk consultants to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness. This position has frequent contact with customers, direct reports, peers, and third parties.

Version 1 currently provides Managed services to 120 customers. The Service Desk is at the front line in relation to delivery of these services. The Service Desk team itself currently comprises 6 consultants, who provide the service desk infrastructure for all our customers, as well as Level 1 – 2 infrastructure support to a smaller subset.

Requirements
• Manage a team of Service Desk consultants, providing first level and infrastructure support to our customers.
• Manage Service Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and annual leave
• To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery. (Service Level Management, Change Management etc)
• Have excellent oral and written communication skills for effective dialogue with customers and colleagues.
• Proven customer support focus
• Assist in the professional and technical development of consultants enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
• Maintain a high level of employee morale within the team.
• Develop and demonstrate an understanding of customer and business needs
• Identify and implement process and other improvements which will lead to increased levels of service to our customers.

Essential Skills:
• Excellent written and verbal communication skills
• Demonstrable experience of working in an IT Service management capacity
• Thorough knowledge of Service Desk operations to include a good knowledge of IT best practices, industry trends and customer service
• Strong experience of working in an ITIL environment
• Proven people management skills
• Self starter who can work on their own initiative
• Ability to influence others, both within own team and across the practice as a whole.
• Good understanding of Service Level reporting and SLAs.

Desirable Skills: (one or more of the following
• Practical experience of working with a Service Desk Management tool. Landesk (Touchpaper) and/or FrontRange solutions a bonus.
• Experience with reporting tools (e.g. Crystal Reports)
• ITIL Manager/Expert certification.
• Previous technical experience with IT Infrastructure.

Education required:
• IT – related degree or equivalent experience.
• ITIL Foundation certified