Responsibilities
- Managing a team of support engineers
- Ensuring SLAs are met
- Managing tickets to recognised quality standards
- Ensuring client satisfaction with service delivery
- Monitoring team productivity and effectiveness using dashboards and reporting tools
- Approving holidays
- Delivering appraisals
- Managing grievance and performance management processes
- Acting as a leader for direct reports
- Working alongside other service desk managers
- Engaging in client-facing activities when issues are escalated
- Reaching out to clients to understand concerns
- Establishing and agreeing on action plans to address client concerns
- Procuring correct level/type of skills by working with other services managers when additional support is required
- Monitoring workflow and using helpdesk systems to extract performance information to validate SLA compliance
- Monitoring call effectiveness through phone system reporting and reviewing how calls are handled
- Leading team members to deliver expected service levels
- Processing holiday requests
- Conducting return to work interviews
- Managing absence
- Conducting appraisals
- Handling grievance and disciplinary procedures
- Conducting interviews
- Onboarding new staff members
- Understanding team members' skills and identifying training requirements
- Understanding team members' career ambitions
- Articulating the organisational framework and roles within the business
- Acting as the initial point of escalation for clients
- Gathering all facts related to escalated issues
- Providing appropriate responses to clients
- Escalating issues further up the management chain if required
- Resolving escalated issues at the manager level where possible
- Collaborating with the service desk technical lead and service support lead
- Aligning visions with key roles
- Maintaining communication to address challenges and meet targets
- Providing technical support to the team when appropriate and when possessing relevant technical skills
- Prioritising tasks to ensure suitable attention
- Managing team shifts and shift patterns across sites
- Ensuring full business coverage during all working hours
Requirements
- Strong leadership skills
- Ability to manage a team of support engineers
- Experience in ensuring SLA compliance
- Experience in managing tickets to recognised quality standards
- Experience in using dashboards and reporting tools to monitor team productivity and effectiveness
- Experience in line management including approving holidays, delivering appraisals, managing grievance and performance management processes
- Ability to act as a leader for direct reports
- Comfort in a client-facing role
- Ability to handle escalated issues
- Ability to understand client concerns and agree on action plans
- Ability to work with other services managers to procure correct skills
- Experience in monitoring workflow using helpdesk systems
- Experience in monitoring call effectiveness using phone system reporting
- Ability to lead team members to deliver expected service levels
- Experience in processing holiday requests, return to work interviews, absence management, appraisals, grievance and disciplinary procedures
- Experience in conducting interviews and onboarding new staff
- Understanding of team members' skills and training requirements
- Understanding of team members' career ambitions
- Ability to articulate organisational framework and roles
- Ability to gather facts and provide appropriate responses for escalated client issues
- Ability to escalate further up the management chain when necessary
- Ability to resolve escalated issues at the manager level
- Collaboration with technical lead and service support lead
- Maintaining communication to address challenges and meet targets
- Prioritising tasks appropriately
- Managing team shifts and shift patterns
- Ensuring full business coverage during all working hours
Nice to Have
- Experience in delivery processes
Additional Information
- The role requires managing shifts to ensure coverage during all working hours
