IT Service Desk Manager

Openwork UK Ltd
Full Time
Up to £60,000 a year
Posted 6 days ago
Job description

The key purpose of this IT Service Desk Manager role is to manage the team who are responsible for delivering IT support to The Openwork Partnership. The key deliverable will be to create a customer focused service desk team. Service excellence should always be at the forefront of your mind, and you must ensure every call taken is managed to an extremely high standard.

You will also be responsible for creating clear and concise processes and procedures that create a seamless support structure, creating a "shift left" culture that helps improve the overall customer experience.

This is a hybrid role based in our Swindon office, that will require the successful candidate to be in the office 3-4 days with the opportunity to work from home the remainder of the time.

Your responsibilities

  • To take overall responsibility for the team’s compliance with agreed ITIL processes, quality management, risk management and security policies and procedures.
  • Oversee all operations of the service desk to ensure the provision of a first-class service to all colleagues and adviser firms.
  • Manage, motivate, and develop staff to achieve stretch performance goals and targets.
  • Owning the resolution of all IT calls by working with other support teams.
  • Drive, monitor and promote the improvement of the performance and efficiency of the teams.
  • Proactively look at ways we can reduce call volumes by working with the Problem and Technical Training Manager.
  • Ability to organise and prioritise team workload in an effective manner.
  • Establishing and maintaining relationships with key stakeholders ensuring customer satisfaction.

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