Senior Service Desk Manager

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Role Introduction

The Senior Service Desk Manager will oversee the daily operations of the service desk, ensuring efficient and effective support to our customers. This role includes managing budgets, resource capacity planning, operational efficiencies, and enhancing the overall customer experience.

What You Will Do

• Leadership and Management: Lead and manage the service desk team, fostering a positive and collaborative environment.
• Budget Management: Develop and manage the service desk budget, monitoring expenditures and implementing cost-saving measures.
• Resource Capacity Planning: Plan and allocate resources effectively to meet service desk demands, ensuring adequate staffing levels.
• Operational Efficiency: Implement and optimize processes to improve service desk efficiency and productivity, monitoring KPIs and SLAs.
• Customer Experience: Ensure high levels of customer satisfaction by delivering prompt and effective support, gathering and analyzing feedback.
• Incident and Problem Management: Oversee incident and problem management processes, ensuring timely resolution and minimizing recurring issues.
• Reporting and Analysis: Prepare regular performance reports, using data analysis to drive continuous improvement.
• Collaboration and Communication: Work closely with other departments to ensure seamless service delivery and communicate effectively with stakeholders.

What You Will Have

• A minimum of 5 years leading a Service Desk environment, preferably at a senior level.
• Strong experience with Service Desk modelling tools
• Strong leadership and team management skills.
• Excellent budget management and resource planning abilities.
• In-depth knowledge of service desk operations and best practices.
• Exceptional customer service and communication skills.
• Proficiency in using service desk software and tools.
• Analytical mindset with the ability to interpret data and make informed decisions

What We Do For You

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
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee's when purchasing a digital season tickets

Recognition - Highlighting and rewarding the great work our people do

• Performance & Talent - 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

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here