Service Desk Manager

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Service Desk Manager

Department: Service Management

Employment Type: Permanent - Full Time

Location: Hybrid

Reporting To: Jack Smith

Description

The Role

Summary
The Service Desk Manager oversees our 24/7/365 service desk team providing an internal IT department to our customers. With support from your Team Leader, you will lead, coach and inspire a team of service desk engineers providing them with clear KPI's required to deliver a successful support service. The goal of the service desk manager is to achieve industry leading employee engagement scores whilst delivering world class customer satisfaction. An excellent leader, you will have experience in recruiting and managing technical staff from a variety of disciplines to produce results in a timely and efficient manner. You are required to develop efficient strategies, tactics and measures, to achieve service excellence.

Primary ResponsibilitiesPeople Management
Customer escalations
Engineer escalations

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 (Customer & Technician)
• Increase Knowledgebase participation across all teams
• SLA Improvement - Reduce the average ticket turnaround time by increasing both Fix and Response SLA's

About You

Required Skills and Experience

• 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

About Us

Wanstor delivers IT services that enable organisations to achieve their growth ambitions by transforming how they work. We help organisations become more productive, more profitable, and more agile, by empowering them with best-inclass technologies and expert teams. In our 18th year, the company has grown year on year and we now have a team of over 180 staff. We are Head Quartered in London Bridge and also support our clients with a large remote presence across the UK. Our IT services span the full technology stack, from Infrastructure & Networking solutions to Digital and development. Wanstor provide a full support service which includes 24-hour helpdesk, network monitoring and on-site support. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country. As a service centric organisation, we see people as our best competitive advantage as we strive to provide an unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person's potential in building a successful career a Wanstor.

Core Values

We align ourselves to a core set of values & behaviours:
Customer Advocates: Put customers at the heart of what you do, to consider their needs with every decision you make

• Proactive: Leave things better than you found them. Drive change, don't just talk about it.
• Growth Mind-set: Learn on reflection, embrace change, and seek to continuously improve. Take opportunities to share knowledge with others
• Trust: Do what is right, not what is easy. Instil confidence through proactive communication.
• Winning Teams: Don't settle for average, inspire others with your ambition and enthusiasm

Benefits

Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you:

• 24 days annual leave, rising by 1 day each year to a maximum of 28 days + Bank Holidays
• We have regular lunch and learns from staff and external speakers
• We offer everyone 5 days a year to learn something new
• We provide 2 days to volunteer
• We are a friendly team and have several team events throughout the year organised by our social team
• We have a lovely office based in Borough, hosting a great coffee machine and a rooftop terrace