Service Desk Manager

Job description

Service Desk Manager

Service Desk Manager
Leeds + Remote working
Up to \u00A350,000

Your new role
The Service Desk Manager understands our product and service portfolio and utilises this to facilitate exceptional service delivery to our clients.
The SDM will be taking direct ownership of all clients for service support, and where necessary, overseeing successful software\/ service implementation for both on premise and cloud solutions.
Acting as a conduit between clients and the entire organisation, the SDM provides a high quality, customer focused service desk function.
Supporting and co-ordinating the support team to ensure that SLAs are met as a minimum and exceeded by ambition.
This is a hands-on role and requires highly developed relationship management with clients and a good understanding of Service Delivery processes, triaging, client configuration, data sets and technology implementations.
The SDM will advocate service delivery best practice, manage tickets through the Company's workflows whilst managing client expectations.
Continuous improvement through data informed decisions will also form a key part of the role.

Responsibilities
Manage the Service Desk Operations and support the Service Management functions.
Be the main point of contact for technical issues via the service desk, providing a high level of communication across tickets, email, video, and telephone.
Host regular catch-up meetings with clients to discuss BAU work and ongoing items and incidents.
Monitor and triage incoming support tickets in line with existing SLA's.
Actively promote excellent customer service for front-line service delivery within the SDM remit, constantly seeking ways to improve customer experience and satisfaction.
Identifying features or functionality that benefit users and proactively log these with the Development Team for potential future release.
Implement release management principles to support incidents and queries raised against our agile software solutions.
Liaise cross-departmentally to ensure appropriate resource designation and with the Technical Team to expand the existing Knowledge Base for common Issues.
Maintain quick reference guides for each client including key contacts and client specific terminology. Performance Management - Implement and monitor key performance indicators (KPIs) and govern our service proposition.
Drive, design, implement and maintain improvements to key metrics, including First Time Fix Rates through better process, technology, and management.
Utilise management information and consolidate agreed KPI's into product or service measures that underpin service management initiatives.
Routinely create and distribute client facing reports.
Oversee individual client Service Documents in line with any major changes to client environments.
Support our quality standard frameworks (ISO9001 & 27001), and our audit commitments.
Drive quality initiatives and assessments both internally and customer facing to identify and deliver areas for improvement and oversee process improvements.
Support the transition to cloud (AWS) and cloud-based service operations.

Experience needed
5+ years' service desk lead\/management in either a service delivery or a software delivery environment.
Qualified to ITIL Foundation v.3 (or equivalent).
Proven line management and team development experience.
Highly organised.
Proven ability to manage competing priorities.
Proven ability to implement release management principles to support incidents and queries raised against an agile software solution.
Continuous Improvement and Data Driven.
Using data insights to identify trends in issues and initiating solutions.
Proven high level of computer literacy and experience of learning new systems.
Knowledge of ISO standards (27001 & 9001).
Experience\/knowledge of Jira Service Management.
Technical Skills. Proficient Business Systems knowledge (i.e., Jira, Linux, Apache Tomcat, MySQL).

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