Service Desk Manager
Neath
£60,000 pa
Videalert and Vortex, Part of Marston Holdings Ltd., are the UK's leading supplier of intelligent traffic enforcement and management solutions that deliver the highest productivity at the lowest operational cost. We are renown for the delivery of environmental sensors, networks and data solutions that support improved air quality and decarbonisation initiatives.
Due to continue growth we are looking for an established Service Desk Manager to join our Operations Leadership Team to drive a culture of world class service for our internal and external stakeholders.
The ideal candidate will be located in or around the Neath area and have a passion for Technology and will lead our dynamic Service Desk Team through coaching and further developing their skills and capabilities.
What you will be doing:
- Oversee the day-to-day operations of the service desk, ensuring timely and efficient resolution of client issues. Set and maintain high standards for quality work, response time, and overall client satisfaction. Develop and implement best practices and processes for issue tracking, escalation and resolution.
- Responsible for the ongoing improvement planning of our Service Level Management for the Service Desk, working closely with our Head of Service Management to understand our direct impact to the client's contractual experience.
- Manage our Major incident processes and be the escalation point for all critical outages, providing clear, and timely communications to all key stakeholders.
- Responsible for the collation of route cause analysis (Major Incident Report) documentation for any Major incidents that may occur.
- Lead, mentor, and coach the Service Desk Team across multiple sites, setting clear performance expectations. Conduct regular team meetings and one to one reviews to monitor progress and drive performance. Assist with recruitment, training and onboarding of new team members.
What's in it for you?
- Salary: up to £60,000 per annum.
- Full Time, 37.5 hours per week.
- Healthcare cash plan
- Staff benefits designed to suit your lifestyle - from discounts on retail shopping, travel, and socialising to health & wellbeing.
- 27 days holiday + bank holidays
- Cycle to work scheme.
- Enhanced Maternity and Paternity Package NB this is subject to eligibility.
If this sounds like the role for you, please apply.
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.
We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.