Service Desk Manager
Your key tasks and responsibilities will include:
- Reviewing the team's current practices, analysing where improvements can be
made to increase efficiency and reduce cost.
- Proactively monitoring SLA performance, reporting to customers and
management.
- Leading and developing the team, including identifying knowledge gaps and
creating training plans accordingly, setting objectives, carrying out quarterly
performance reviews, and organising the team rota.
- Team Management
- Staffing: Hiring, training, and developing service desk agents.
- Performance: Setting goals, monitoring performance, and providing feedback.
- Team Culture: Fostering a positive and collaborative work environment.
- Service Delivery
- Incident Management: Overseeing incident resolution and escalation.
- Request Fulfilment: Managing routine service requests.
- Problem Management: Identifying and addressing root causes of issues.
- Customer Satisfaction
- Customer Focus: Ensuring the service desk meets customer needs.
- Communication: Communicating effectively with customers and stakeholders.
- Feedback: Gathering and acting on customer feedback.
- Technology and Processes
- ITSM Tools: Selecting and implementing ITSM tools.
- Process Improvement: Continuously improving service desk processes.
- Knowledge Management: Building and maintaining a knowledge base.
Classification: KFP Public
- Additional Responsibilities
- Reporting: Providing regular reports on service desk performance.
- Budgeting: Managing the service desk budget.
- Stakeholder Management: Building relationships with key stakeholders.
- Key Skills
- Leadership: Motivating and guiding the team.
- Communication: Excellent written and verbal communication.
- Problem-Solving: Analyzing issues and finding solutions.
- Technical Knowledge: Understanding IT systems
About you
You will have ITIL qualification (or, at the least, will be aware of ITIL processes) and should
have experience leading a Service Desk. A large part of this role is developing the team's
processes and procedures, so you should have demonstrable experience of leading teams
through periods of change.
We give our staff the flexibility and autonomy to make their role their own, so you will be a
self-starter and enjoy planning your own time. However, we have a collaborative culture at
KFP, so you must also be a team player with the ability to communicate and build strong
working relationships with internal and external stakeholders at all levels. We are constantly
growing and evolving, so you must be adaptable and comfortable working in a fast-paced
environment.
Familiarity with the ticketing system AutoTask is desirable but not essential