Job Title: Service Desk Manager

Department: Service Operations

Responsible to: Technical Director

Location: Fareham Head Office

Overview: The Technical Support Manager is an integral part of the Management Team and has responsibility for the management of the Service Operations department. The role will combine the need to lead the team, as well as mentor and develop the team to deliver a high quality service to our customers. The individual in this role will be expected to act as the central operational support contact to the business, to work with customers as well as other departments to deliver excellent customer service that exceeds expectations.

Who We Are: Peach Technologies and Taylor Made Computer Solutions is one of the UK’s leading IT and communications services providers. Together the enhanced group combines market-leading connectivity, mobile, telephony services, and IT services.

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Duties & Responsibilities: 

  • Responsible for all aspects of management of ServiceDesk, Field Engineering and Workshop teams in accordance with the standards and values of the Business;
  • Responsible for allocating resources to meet business and customer needs, in line with specified SLA’s and KPI’s and to deliver excellent customer service;
  • Creating and maintaining high standards of service excellence across all teams, including working with the Management Team to deliver excellence across the business;
  • Recruit, develop and retain team members to deliver services across all customers. Develop and maintain training programmes for all employees, including coaching and mentoring;
  • Forecasting required resource levels to match anticipated and actual business and customer needs, whilst still optimising business efficiency and profitability;
  • Ensure one-to-one meetings conducted on regular basis with all team members, completing appraisals including setting, monitoring and managing SMART objectives;
  • Maintain service levels by monitoring and managing quality and customer service standards; collaborate with the account management team and other relevant departments to ensure service excellence delivered;
  • Ensure all customer queries are managed and resolved in collaboration with the Account Management team;
  • Ensure that service delivery to customers across customer base meets standards required including achieving agreed and contracted SLA’s and performance criteria;
  • Agreeing, then ensuring delivery of, individual customer SLA’s and performance criteria, and assisting with customer contractual negotiations where appropriate;
  • Ensure customer reporting is relevant, and delivered in accordance with customer requirements. Collaborating with relevant departments to ensure customers’ needs are effectively communicated, managed and delivered;
  • Develop, implement and maintain KPI’s, and report to the Board on a regular basis against SLA’s and KPI’s;
  • Increase efficiency and productivity to achieve and exceed SLA’s, KPI’s and profitability targets;
  • Establish and track progress against strategic goals using relevant business information;
  • In line with ISO standards, ensure that all process and procedures are reviewed, maintained and updated where appropriate and are in line with business strategy
  • Ensure all activities are aligned with ITIL procedures
  • Any other ad hoc duties as and when required

Relevant Experience

  • Demonstrable experience of working at management level within a ServiceDesk environment
  • Proven and relevant experience of managing teams, developing teams and providing relevant growth and training programmes, including ability to coach and mentor where appropriate
  • Experience of deploying new systems and applications, and optimising their use
  • Demonstrable experience of developing and delivering customer service excellence across a range of customer bases
  • Demonstrable and sound technical skills in all relevant areas
  • Strong understanding and technical background working in an MSP environment
  • Demonstrable experience of keeping up-to-date with IT trends and developments using knowledge to increase revenue across customer base
  • Experience of implementing change and change management and sound knowledge of Quality Standards relevant to the industry

 Technical Skills

Strong understanding of the following:

  • Professional Services Automation (Autotask ideal)
  • Citrix Technologies and Solutions
  • VMware support experience
  • Microsoft Operating Systems (Server and Workstation)
  • Microsoft Exchange
  • Office 365

Essential Skills

Highly numerate and literate with ability to communicate across all levels of a business, especially at Board level

  • Excellent interpersonal and communication skills
  • Excellent customer service delivery
  • Delegation, management and leadership skills
  • Good organisational skills – flexible approach and ability to multi-task
  • Team player
  • Problem solving skills
  • Focused and goal orientated
  • Self motivated and proactive
  • Ability to be resilient and to work under pressure

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First Time Fix

The SupportDesk on average resolve 94% of all tickets within 4 hours without the need to escalate them to our 2nd line engineers.