Service Desk Team Manager


Birch House - Seacombe

REFERENCE: 07/24/49
CLOSING DATE: 10/28/2020 12:00:00 AM

About the role:

The Service Desk Team Manager will work towards the vision & strategy of Carpenters Group. The role involves coordinating the work of the Service Desk team & technicians as they provide support for Carpenters internal Legal and Insurance Case Management Systems, Windows desktop environments, 3rd party software and general end user infrastructure.

Key Duties & Responsibilities:

  • To take overall responsibility for the Service Desk, its team and the software packages used in its day to day function
  • To manage the processes involved in the ingress and egress of incidents, problems & changes
  • To ensure successful progression of work to its satisfactory conclusion
  • To work with other team managers to achieve seamless and efficient escalation and transfer of incidents, putting the customer first at all times
  • To manage user expectations
  • To ensure team members adhere to documented SLAs
  • To implement learning & development strategies, coaching & mentoring opportunities, and performance management plans for team members
  • To manage team performance, create a positive working environment and motivate team members to perform well
  • To maintain effective communications, meetings, appraisals & reviews, including 1 to 1s, with team members
  • To manage shift patterns, holidays & other administrative functions for the Service Desk team
  • To work with colleagues across functional teams to identify & implement service improvements
  • To develop & maintain Service Desk processes, workflows and escalation policies and procedures, ensuring engagement with IT stakeholders
  • To provide statistics and synopsis for inclusion in monthly board reports
  • To support the Business Delivery team in management of change processes and workflow
  • To build and maintain an appropriate personal level of technical expertise and understanding in areas including, but not limited to:
    • Incident Triage
    • 3rd party desktop software
    • Hardware (e.g. workstations/laptops)
    • Printing
    • Telephony
    • Networking
  • To take ownership of TOPdesk technical & administrative content, configuration and management
  • To write and encourage the use of knowledge base articles to provide self-service facilities
  • To build professional relationships with peers across the business and within the IT Teams
  • To seek out and win appropriate Technical Services and Development resources by liaising with stakeholders, BAs and Team Managers
  • To work with the Technical Services and Development Managers to produce and maintain documented SLAs and Service Catalogues
  • To provide a communications conduit for major incidents and liaise with external customers and 3rd parties
  • To raise the profile of the Service Desk within the business
  • To assist with adherence to Inventory/Asset Management policies
  • To contribute to the management of stockrooms and their contents, ensuring appropriate levels of stock are maintained, stock rooms are kept tidy and unnecessary procurement does not occur

Experience & Knowledge:

  • Ability to lead and motivate
  • Excellent interpersonal verbal and communication skills
  • Supervisory / management experience in a call centre or service desk environment desirable
  • Working knowledge of IT Service Desk Management tools
  • HR process awareness
  • Customer skills
  • People management skills
  • Pro-active, positive approach
  • Excellent Communication skills
  • Understands varied behavioural styles
  • Excellent Problem Solving and Decision-Making skills
  • Works well in fast paced, pressured environment
  • Tact & diplomacy
  • Maintains professional appearance
  • Adheres to health & safety procedures

Service Desk Team Manager

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