Hybrid Service Desk Manager

at Wanstor

• Job title: Service Desk Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £50,000 - £55,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Service Desk Manager overseeing a service desk team for an award-winning IT Managed Services provider in London. Lead and coach service desk engineers to achieve customer satisfaction and engagement.

Responsibilities

• Successfully lead & manage the Service Desk Team, driving a culture of service excellence, continuous improvement and delighting our customers.
• Onboard new customers into Wanstor’s Service Desk ensuring a seamless support transition is delivered
• Line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning.
• Create and report on and improve key Service Desk performance metrics (ticket volume trends, first line resolution rate, SLA’s, response time, wait time, resolution time, customer satisfaction
• Ensure KPI’s set for Team Leaders and Technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores
• Ownership of P1 tickets and driving to resolution ensuring the customer is kept informed at all times, ensuring SLA’s and customer expectations are met.
• Working with the Project team to transition projects to Internal support services
• Ensure all required communication, training and documentation is established.
• Manage recruitment of engineers necessary to run a successful service desk effectively
• Attend key customer service meetings
• Proactively report service desk metrics, successes and area’s requiring attention to the senior management team
• Deliver continuous service improvement objectives set by the senior management team.
• Build and maintain exceptional relationships with customers based on trust.
• Robust and effective call volume management
• Contributing to the continuous improvement of the Service Department, its practices and processes, with emphasis on enhancing the customer experience through innovative thinking
• Reduce the number of interactions per tickets
• SLA Improvement – Reduce the average ticket turnaround time by increasing both Fix and Response SLA’s

Requirements

• Experience as a Service Desk Manager with a proven record of continuously improving support services delivered to our customers
• A good understanding of ITIL and an ability to apply methods which improve the services delivered to our customers and improve the working environment of our engineering team
• Thorough knowledge of IT products and services enabling explanation of technical concepts
• IT support experience at a 2nd line level
• **Key Competencies**
• Exceptional stakeholder management. Confident, proactive communicator, able to navigate difficult conversations
• Able to manage an extremely busy workload well, to delegate and prioritise
• Positive, ability to energise and motivate the team.
• Confident taking ownership in pressured situations
• Decisive with a pragmatic approach
• Creative problem solver
• Exceptional written and verbal communication, excellent report writing skills
• Professional, leads by example

Benefits

• 🌴 **Generous Time Off:** Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
• 📚 **Continuous Learning:** Participate in regular lunch and learn sessions with both internal and external speakers.
• 🌟 **Personal Development:** Take advantage of 5 paid days annually to pursue new skills or knowledge.
• 🤝 **Volunteer Opportunities:** Contribute to your community with 2 paid volunteer days each year.
• 🎉 **Team Spirit:** Join a friendly team and engage in various social events organised throughout the year.