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Baker Tilly professionals on our Digital Team provide management consulting services to mid and large size companies. All supporting the need to define the businesses strategy and bring light and understanding to the vast amounts of data that companies maintain.

Baker Tilly has an incredible career opportunity for a Service Desk / Help Desk Manager to join our growing Digital Team. Baker Tilly is seeking a Senior Manager to execute our strategy for supporting our Managed Services clients. This role will require an energetic and adaptable candidate who seeks continuous improvement and thrives in rapidly changing situations. The Senior Manager will oversee the development and operations of the Managed Services support team. This manager will support the Director in driving the business forward while ensuring customer focus and satisfaction.

You Will Enjoy This Role If:

• 
  You are a team player with excellent management, organisational and communication skills, and desire to work collaboratively with others to meet and exceed client needs.
• You are looking to be part of a fast growing, innovative practice where your hard work and creativity can help us continue to build, improve and advance.
• You enjoy creating, defining and/or implementing effective processes, procedures, workflows etc.
• You are looking for your next challenge, crave variety where no day is the same and feel your skills and experience can be better utilised.
• You feel valued when you are provided the resources and support to continually sharpen your technical skills, leadership skills, and build your career now, for tomorrow.
• You like to work with a variety of clients, spanning many industries.
• You do your best work when you are part of a talented, down-to-earth team that thrives in collaboration and truly enjoys working together.
• You enjoy acting as the liaison between business stakeholders, clients and colleagues.

What You Will Do:

Management Responsibilities:

• Lead the service desk function within our managed services group, including project oversight, staffing, creating an organizational structure, identifying technologies, managing service quality (SLA development).
• Work directly with the Baker Tilly Director to drive our Managed Services, including running our Tier 1 and 2 support functions, service desk platform, and coordination of higher-level support with existing consulting teams.
• Involvement in planning, implementation oversight, complex problem-solving, SLA definitions, quality and compliance, continuous performance tracking, measurement and goal attainment, ongoing assessment and management of service desk operational effectiveness and collaboration with other team members.
• Coordinate, mentor, empower, and retain high-performing, results-oriented, cross-functional support staff, fostering a sense of urgency and team-oriented culture rooted in leadership by example. Ensure that Tier 1, Tier 2, and advanced support technicians work together to ensure efficient and effective problem resolution, optimization of the customer service experience, and overall customer satisfaction.
• Create and adopt industry standards, efficient workflows, and best practices resulting in optimised service desk operations, financial performance, and happy customers. Periodically assess workforce, facility and technical needs based on capacity planning and present recommended changes/acquisitions to Baker Tilly leadership.
• Maintain relationships with third-party vendors including software providers and outsourced onshore/offshore resource providers.

Other responsibilities:

• Ensure client service excellence is delivered through effective leadership of daily service desk operations.
• Manage ticket escalations and the ticket escalation process from customers as well as escalations from the ERP vendor (IFS).
• Forecast, manage, and define support team capacity, performance and skills.
• Ensure customer and supplier contractual obligations, including scope and service level agreements, are adhered to by both parties.
• Lead and manage change through effective strategies and plans.
• Manage adherence to quality requirements, defined processes, and service levels.
• Identify, manage, and deliver Continuous Improvement initiatives on time and within budget.
• Train, coach, and mentor support personnel, including career development and strengthening of Value Architect behaviours.
• Provide reporting of KPI’s, trends, and other management level analysis to internal business leaders.
• Oversee the maintenance and availability of the service desk knowledge base to ensure the support team has access to proper support resources and solutions.

Successful candidates will have:

• Ability to work in the UK without sponsorship required
• 10+ years working in a Tier 1/2, technology-enabled IT and/or IT inbound service desk/help desk environment, providing a variety of technical and maintenance support, ideally, in a remote support capacity serving multiple customers concurrently.
• 5+ years of successful service desk management experience - Hiring, developing, managing, and retaining diverse, high-performing service desk teams, monitoring team performance, and empowering team members to set, meet, and exceed goals.
• Experience leading teams in a decentralised and offshore environment.
• Has built, evolved and/or scaled Tier 1, Tier 2, and advanced support managed services operations resulting in improved workflow, documentation, and customer satisfaction. Has built service desk operations and teams that are leveraged across multiple clients and user communities.
• Business acumen – service desk performance measurements and team building.
• Prior experience working with IFS ERP System, Zendesk ticketing system, and/or Microsoft Azure preferred.
• Prior experience implementing and following ITIL service management best practices is preferred.