Head of Service Desk Operations
Our client are a Managed Service Provider based in Reading. They are currently looking for a Head of Service Desk Operations to lead their team.
Main Goal
Lead, manage, and develop our Service Desk operations and associated services.
Key Responsibilities
Vision & Strategy:
- Define and communicate a clear vision aligned with the company strategy.
- Contribute to divisional strategy, focusing on growth opportunities.
Resource & Capacity Management:
- Oversee a team of 85+ employees and flexible resources.
- Manage an annual budget of £15-20m covering operational costs.
- Ensure effective capacity planning and resource allocation.
Operational Excellence:
- Implement and evolve ITIL best practices.
- Ensure continuous service improvement and high customer satisfaction.
- Drive technical enhancements and operational efficiencies, including AI integration.
Team Leadership:
- Support and develop Service Desk managers and their teams.
- Foster a high-performance culture focused on teamwork and service excellence.
- Implement a structured talent management program.
Customer Engagement:
- Manage direct and indirect customer interactions.
- Handle escalations and ensure consistent customer satisfaction.
- Work closely with the ICT Client Success Team for seamless customer onboarding.
Performance Management:
- Monitor and report on KPIs and SLAs.
- Drive continual service improvement to achieve world-class service levels.
Third-Party Management:
- Manage strategic partnerships with third-party suppliers.
- Ensure governance and cost-effective third-party management.
Commercial & Financial Management:
- Manage the cost of sale budget within Service Desk Operations.
- Contribute to the growth of managed and security services.
Requirements
- Experience: Ideally 10+ years in Service Leadership, 5+ years in Service Desk Leadership.
- Certifications: ITIL, MSP/MSSP experience preferred.
- Skills: Strong technical knowledge, proven team management, excellent communication, strong analytical and financial acumen.
- Competencies: Leadership, strategic alignment, customer focus, continuous improvement, and effective resource management.