Head of Service Desk
Posted on :
23-10-2022
Employer Active
1 Vacancy
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Job Description
Req ID : 1643913
About the role
This is a fantastic opportunity to join a highly innovative, award-winning managed IT services, cyber security and cloud hosting provider as Head of Service Desk. The division is a key function of the group and the successful candidate will take up a roll which is also a member of the senior leadership team.
Service desk is a crucial factor for the success and reputation of the group. The successful individual must be able to lead a large team in a way that is both professional and efficient whilst ensuring our customers are supported with the highest levels of service.
The ideal candidate will be well-versed in the following areas:
- Customer Focus
- Build relationships with key decision-makers and stakeholders.
- Customer Engagement - (continually listening to customers, evolving and improving the way we operate).
- Identify customer pain points and instigate ways to improve them.
- Understand customer needs and ensure that the necessary service levels are in place.
- Work with leaders to address any gaps/concerns that may affect the customer s overall experience.
- Be able to Identify sales opportunities.
- Measure customer satisfaction and act on findings.
- Complaints management.
- Undertake service reviews.
- Manage customer expectations where necessary using meaningful data/KPIs.
- Follow up and delegate any customer actions with internal stakeholders, including SLT (resulting from service reviews, complaints, major incidents, etc).
Service Desk/KPIs
- Ticket management - (ensure tickets are being progressed in a timely manner with the appropriate level of updates).
- SLA management - (ensure SLAs are being adhered to by the service desk team).
- Regular focus on aged tickets to prevent any backlog/customer complaints.
- Incident management of high-profile incidents - (manage and control the overall major incident process and work closely with customers and internal stakeholders).
- Drive high C-SAT scores and response rates by introducing initiatives and address any dissatisfaction immediately.
- Implement the ITIL framework to drive customer experience, SLA performance, and service management best practices.
- Provide regular performance updates to the SLT/Exec team via the monthly SLT report and calls.
- Improve customer satisfaction, first time fix rates and response/resolution times by identifying training needs for the team.
- Identify bottlenecks causing resolution delays and liaise with relevant stakeholders across the business to overcome these.
- Set weekly and monthly KPIs for the service desk team, regularly review and analyse trends.
- Utilise data to continually drive and improve customer experience and SLA/team performance.
- Coordinate service desk related projects.
- Resource management - (ensure sufficient cover is in place 24/7/365).
- Process and documentation management (create and maintain support processes. Assist internal teams with processes where required).
People Leadership
- Lead, coach and develop the service desk management team, the 4-tiered service desk and the 24/7 Monitoring team to achieve and exceed service levels.
- Drive a high performing team by encouraging consistent performance of the highest standard, with a focus on attention to detail and customer satisfaction.
- Ensure close alignment within the team to promote a productive team.
- Ensure the teams are equipped with the relevant documentation and tools to be able to perform efficiently.
- Create training and exam plans for the team and ensure vendor partnership requirements are met.
Requirements
The ideal candidate for this position will have:
- In depth knowledge of service desk/contact centre customer service environments.
- Highly flexible in terms of active hours and availability to travel to different locations.
- Understanding and experience of the ITIL framework.
Benefits
As well as a competitive salary, we also offer a great range of benefits, including:
- 25 days holiday (plus bank holidays)
- An additional half day holiday on your birthday
- Salary sacrifice pension scheme
- Employee discounts
- Cash plan medical care
- Private medical insurance
- Quarterly prize draw
Key Responsibilities: To manage and prioritise own workload (i.e. assigned tickets, calls and tasks to ensure customers are kept updated), Liaise with 3rd Party providers (e.g. connectivity providers) and vendors (e.g. escalations to Microsoft, Mimecast or other partners) as part of issue resolution. Provide internal support to the SysGroup Sales Team (Business Development Managers) where information is required relating to a particular customer. To ensure existing processes and procedures are adhered to (e.g. where authorisation is required from certain customers before carrying out actions, managing major incident processes, and producing incident reports) Essential Qualifications, Skills & Experience: The ideal candidate will have previous experience working for a Managed Service Provider and/or a Technical Support Team In general, experience and familiarity is expected in one or more of the following (with working knowledge of as many as possible being advantageous) IT Service Management Processes Understanding industry standard terms (e.g. differences between P1, P2 or P3 priorities), exposure to Root Cause Analysis (RCA) and incident management, experience using a Ticket Systems to log and manage issues. Active Directory Management AD object Management, creating/amending/deleting users and groups. Resetting passwords and unlocking accounts. Office 365 Administration Forcing AD syncs, converting user mailboxes to shared, migrating Exchange/Hybrid mailboxes into O365, creating/administrating distribution groups, understanding of licensing, running PowerShell for tasks not possible in the web UI (e.g. calendar permissions). Web/Email Security management Administration of 3rd party hosted email filters (Mimecast, Forcepoint, SonicWALL HES) to release emails, whitelist/blacklist domains, Force AD user Sync and troubleshoot email send/receive issues. Manage hosted web filter solutions (Forcepoint) to allow or restrict access to company-approved sites. SharePoint Administration Creating SharePoint sites, changing security permissions, applying best practices, syncing SharePoint sites with file explorer (OneDrive). Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organizations CompTIA Azure, Microsoft / Office 365 AWS Cisco WatchGuard Personal Attributes: Team members are expected to work to the SysGroup values; Delight your Customer Be Bold & Deliver Work Smart & Together Love What You Do Own It!
Employment Type
Full Time
Key Skills
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