Service Desk Team Manager

As part of the Customer Services management team, the Service Desk Team Manager (SDTM) is responsible for all activity related to the efficient and effective provision of services to meet the requirements of customer contractual obligations for Service Desk.

Leading the team for management service activity, alongside the other Service Management team acts as the single point of contact for the provision of service desk service lines.

• Team Leadership:

  • Manage and lead a team of service desk technicians, including hiring, training, and performance management.
  • Set clear goals and objectives for the team and individual team members.
  • Foster a positive and collaborative team culture focused on delivering exceptional customer service.
  • Provide coaching and mentoring to team members to enhance their skills and productivity.

• Service Desk Operations:

  • Oversee the day-to-day operations of the service desk, ensuring smooth functioning and adherence to service level agreements (SLAs).
  • Create and Manage experience level Agreements(XLAs) to enhance end user service. 
  • Monitor ticket queues and ensure timely resolution of support requests.
  • Coordinate with other IT teams to escalate and resolve complex technical issues.
  • Develop and maintain documentation, including knowledge base articles and standard operating procedures (SOPs).

• Customer Relationship Management:

  • Act as the primary point of contact for escalated customer inquiries and complaints.
  • Collaborate with account managers and other stakeholders to understand customer needs and requirements.
  • Continuously seek feedback from customers to identify areas for improvement and implement corrective actions.

• Performance Metrics and Reporting:

  • Define key performance indicators (KPIs) for the service desk team and track performance against these metrics.
  • Generate regular reports on service desk performance, including ticket volumes, resolution times, and customer satisfaction scores.
  • Analyse data to identify trends and areas for improvement, and implement strategies to optimize service delivery.

• Continuous Improvement:

  • Stay updated on industry best practices and emerging technologies relevant to service desk operations.
  • Identify opportunities for process improvements and automation to enhance efficiency and customer satisfaction.
  • Lead initiatives to implement new tools or technologies that improve the service desk's capabilities.
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• Strong interpersonal and customer facing skills
• Strong leadership skills & experience in an ICT Service environment
• Excellent decision making & problem solving skills
• A confident communicator that can demonstrate close attention to detail
• Proven ability to work creatively and analytically in a problem-solving environment

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

We are one the UK’s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.

Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how-we-hire