| Description: |
Job Title: Service Desk Manager
Location: Bath (2-3 days a week in the office)
Duration: Permanent
Salary: 35,000
Experience: People management experience within a service desk environment
Industry: Ideally from an ISP/Alt Net or IT MSP or Telco with good connectivity knowledge Role As Service Desk Manager you will be responsible for overseeing and managing a team of 4, 2nd line technical support agents. The ideal candidate will ensure the delivery of high-quality Technical Support by enforcing Service Level Agreements (SLAs), monitoring Key Performance Indicators (KPIs), and driving continuous improvement through robust performance management practices. This role demands strong leadership, analytical, and communication skills to maintain and improve customer satisfaction and operational excellence. As a Technical Support Manager, you will have the willingness to learn and a proactive attitude, a passion for delivering excellent customer service and a problem-solving attitude. With the ability to investigate, troubleshoot, escalate, and resolve issues in an efficient and professional manner. Responsibilities Support Management - Oversee the day-to-day operations of the Technical Support Team, ensuring timely and effective resolution of user issues and requests.
- Ensure customer service responses align with our Service Level Agreements (SLAs).
- Establish and maintain escalation processes to resolve critical incidents promptly and effectively.
- Regularly review SLA performance metrics and collaborate with teams to address service delivery gaps.
- Communicate SLA compliance and performance metrics to stakeholders through detailed reports and dashboards.
- Track and analyse KPIs, such as first call resolution (FCR), average resolution time, ticket backlog, and Net Promotor Scores (NPS).
- Use data analytics to identify trends, recurring issues, and areas for improvement.
- Provide regular performance updates to Head of Support highlighting successes, risks, and improvement plans.
- Implement strategies to meet or exceed defined KPI targets, ensuring alignment with business goals.
- Lead, mentor, and develop a team of Technical Support Engineers, fostering a culture of accountability and excellence.
- Conduct monthly one-on-one meetings and performance reviews with team members, providing constructive feedback and setting development goals.
- Create training plans and career development programs to enhance technical skills and service quality.
- Address performance issues promptly and effectively, using clear guidelines and support mechanisms.
- Recognise and reward high-performing employees to motivate and retain talent.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Collaborate with other departments to streamline workflows and resolve systemic issues.
- Promote the use of self-service tools and knowledge bases to empower users and reduce ticket volumes.
- Stay updated on industry best practices, emerging technologies, and trends in service management
- Handle customer complaints professionally and efficiently, ensuring resolution and documenting lessons learned to prevent recurrence.
Core Skills - Proven experience in leading customer support functions, preferably within a Service Desk or technology-driven environment.
- Analysing Information and excellent troubleshooting skills
- Excellent organisational and time management skills.
- Knowledge of Cloud Telephony and Networking infrastructure
- Experience in troubleshooting and configuring Networking and Voice related technologies.
Package/Benefits Up to 35,000 basic (depending on experience) Great funded training opportunities Progression opportunities as part of a fast growing, successful company hybrid working (2 to 3 days per week in the Bath office) Life Cover of 4x Salary Company Pension Scheme 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying. Paid sick pay of 20 days a year Subsidised Bupa dental cover (after probation) Subsidized gym membership (after probation) Cycle to Work Scheme (after probation) Free Broadband Service (after probation) Charity day Employee Assistance Programme and Access to Smart Health Long Service Awards Employee Mortgagee Services Employee Will writing Services Enhanced Paternity, Maternity, Adoption and Surrogacy Pay How to apply If this is a role that you are interested in please don't hesistate to apply now or get in touch directly on (phone number removed).  |
