Service Desk Manager

Job Category:
Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
5-10 Years
Area:
Belfast
Location:
City
Salary Description:
Competitive salary offered
Posted:
18/05/2022
Recruiter:
PWC-1
Job Ref:
1590634153

The Role

A Service Desk Manager is required to join the growing PwC Operate business to lead the delivery of our technical service desk and establish a customer centric support environment.

The Service Desk Manager's responsibilities include:
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Supporting our people and creating a positive working environment
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Lead the recruitment, development and training of a customer focused service desk
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Work force management of multiple shift patterns to achieve service level targets in a multi-channel environment (e.g., event, phone, email or chat)
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Drive call quality management, achieving response times with professional call handling to deliver our intelligent operations (calls routed to the right skills available at the right time)
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Deliver against service level agreements and ensure accurate reporting
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Supplier management of nearshore and remote alternative deliver centres
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Future proof the service desk skillset for the pipeline of clients and new technologies by working closely with the Office of the CTO and other stakeholders
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Owning major incident management and related processes (for example incident, problem, knowledge and CSI)
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Adhere to, deliver and manage against security, governance and risk controls as appropriate
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Guide transition management of future services and contribute to the onboarding of new clients
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Contribute to the continued achievement of our ISO20000-1 standard and identify other appropriate service desk benchmarks
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Work closely with development teams and product owners to ensure automation, alerting, monitoring, self-healing, documentation and knowledge transfer are standard in all our services
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Build appropriate critical success factors, key performance indicators and experience level agreements to articulate the overall performance and contribution of the service desk to our clients

Skills and experience
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Experience of working for an IT Service Provider/Managed Services Provider ideally delivering critical application support and management
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An experienced leader who will look after their team
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Previous experience of running a customer service focused team
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A technical all-rounder who understands the complexities of supporting IaaS, PaaS or SaaS
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Strong customer relationship management
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Excellent interpersonal and relationship skills
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A proven track record of being proactive, driving initiatives and taking personal ownership of client challenges and opportunities
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Excellent stakeholder management skills
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Strong prioritisation and organisation skills
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Experience delivering in an ITIL environment and an appreciation of Project Management methodologies
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An excellent communicator both written and oral
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Strong organisational and planning skills
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Able to work in a multicultural environment, across different countries whether that be with other PwC firms or Clients with stakeholders worldwide
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Ability and willingness to travel (post Covid) for Client or internal related meetings


Not the role for you?
Did you know PwC offer flexible contract arrangements as well as contingent work (ie temporary or day rate contracting)?

The skills we look for in future employees
All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, 'The PwC Professional' and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships. Learn more here:

The Deal
We want all of our people to feel empowered to be the best that they can be, which is why we have 'The Deal'.

Find out more about our firmwide Employee Value Proposition:

Diversity
Valuing Difference. Driving Inclusion.

We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool because creating value through diversity is what makes us strong as a business, enabling us to solve important problems and deliver value to our clients. We encourage an inclusive culture where people can be themselves, are valued for their strengths and are empowered to be the best they can be. As an organisation with an increasingly agile workforce, we also support different ways of working offering flexible working arrangements. Learn more here about our work to support an inclusive culture.

Contact Details:
PWC-1
Contact: Contact

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