Service Desk Team Manager

Position Description:

Are you ready to take ownership of your career solve realworld challenges and be part of a supportive innovative team At CGI we empower you to grow think creatively and make a difference.

Were recruiting for Service Desk Team Managers to join our 5* Service Desk and play a vital role in delivering exceptional IT support to our valued clients over the phone. Our clients include Council Workers supporting major cities Government agencies and large UK commercial businesses.

CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the Worlds Best Employers by Forbes magazine. We offer a competitive salary excellent pension private healthcare plus a share scheme 3.5 3.5 matching) which makes you a member not just an employee. We are committed to inclusivity building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector including our Armed Forces and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and youll be part of an open friendly community of experts. Well train and support you in taking your career wherever you want it to go.

Due to the secure nature of the role All applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (SC) level.

Your future duties and responsibilities:

Service Desk Team Managers are required to:

Manage a multiskilled team of up to 25 analysts responsible for identifying triaging and resolving customer faults and requests
Inspire and motivate team members. Act as a strong positive role model for behaviour
Foster a cohesive creative and comfortable working environment mediating any interpersonal issues within the team and supporting member wellbeing through the measures available at CGI
Set specific measurable goals in line with our key performance indicators and provide coaching and support to improve member performance
Adhere to all HR policies and procedures
Monitor compliance and quality checks actively looking to achieve positive customer service
Liaise with Senior Management to achieve strategic goals SLAs and key financials defined by the business
Conduct regular 121s and performance reviews with members
Manage client escalations
Identify opportunities for improvements and drive cost reductions through increased efficiency
Ensure compliance with ISO standards

Required qualifications to be successful in this role:

Ideally you will have Team Lead/Management experience within a Service Desk/Call Centre environment.

Hours of Cover
37.5 Hours
Shifts are on a rota basis between 07:00 20:00.
5 days a week flexible between Monday and Sunday.

Salary


2 days a week in the Bridgend office 3 days week WFH.

#LILH

Skills:

• Leadership

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and wellbeing and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.