Service Desk Manager

Salary: £36,000 per year

Demand for SCC’s Managed IT Services continues to grow and as a result we are looking for a Service Desk Manager to ensure that the lines of services listed below are delivered to the required quality standards and service levels.

• Service Desk

• Video Conferencing

• Request Fulfilment

• Loan Devices

• Mass Deployments

You will be permanently based at our customer’s site in Stevenage.

The SDM will be accountable for the overall performance of the service desk, the team leader and the agents. You will ensure that staffs are managed effectively through SCC’s agreed performance management policies, and that the staffs have the appropriate skills necessary to deliver the above lines of service.

The role will require an in-depth knowledge of the customer environment, key contacts within MBDA, and the ability to build strong and long lasting relationships with the customer. The ability to self-motivate and prioritise workload is essential, along with being able to function effectively under pressure.

As SDM you will be responsible for recruitment, retention and development of staff, along with managing poor performance. You will work closely with the customer and SCC Management to highlight and implement service improvements; and as such will be required to attend monthly SIP and IAS meetings for this reason.

Key Activities

• Manage the overall desk activities, including those carried out by the team leader.

• Continually review and develop the Service Desk Quality Plan in line with the SIP and changes to the contract.

• Review reports provided by the Team Leader, highlight any risks or impacts to the service, detail a plan for remediation, and escalate to senior management.

• Assuming Manager and Team Leader responsibilities in the event of holiday or sickness.

• Act as a point of escalation for the team leader, SCC management and Customer Management.

• Highlight risks to the service desk and review at regular intervals, escalating to SCC Management any issues that may cause an impact to contractual requirements such as SLA’s and quality standards.

• Continually review the skillset of the service desk staff thus ensuring that they are capable of delivering the services to the required standards.

• Actively monitor team morale and motivate staff as appropriate.

• Attend the Change Advisory Board (CAB), Service Improvement (CSIP), International Service Review (IAS), National Service Delivery Review (SDR) and any other meeting as requested by the Customer Service Manager.

• Attend relevant project meetings in order to facilitate a hand over to support for new services and technologies, ensuring the service desk have the appropriate skills and capacity to deliver those services.

• Asses changing needs of the service desk to ensure it has room for growth as new services are taken on board.

• All other duties as assigned.

Skills, Experience, Knowledge

• Experience of working within a Service Desk Environment, preferably in a senior role with supervisor responsibilities.

• Ability to manage and motivate staff to deliver results.

• Self-motivated and able to prioritise workload.

• Attention to detail and a good work ethic.

• Knowledge of ITIL and ITIL aligned service management tools

• Good communication skills and the ability to deal with challenging personalities.

• A customer-orientated approach with excellent communication and organisational skills.

• Focused on delivering agreed objectives and results.

• Ability to drive results within tight timeframes. Must be able to deliver results and negotiate changes

• Ability to effectively influence and negotiate with personnel at various organisational levels.

• PC skills (incl. MS Office family, Bespoke applications etc)

• Ability to prioritise, plan and meet deadlines by applying specific project management techniques.

• Ability to handle difficult and demanding customer environments.

• Ability to work un-managed towards individual and team objectives associated with the role.

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