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Job description

We are looking for an experienced Service Desk Manager to be part of the team at BSL Group. Based primarily from home, with occasional travel to our offices, the main purpose of this role is to ensure that our client’s expectations are met or exceeded.

The role requires the ability to develop, grow and nurture positive relationships with the Service Desk team, our clients, our suppliers, our internal delivery, and support functions.

With proven understanding of a range of IT related problems from software to hardware, the right candidate will actively look to create and enhance the value delivered by the Service Desk through process improvement and technology adoption.

Your day to day tasks will vary, however, you can expect to;

• Manage and develop the service desk team to meet our customer service standards
• Develop support documentation to assist with managing incidents and requests
• Report and monitor the service desk performance.
• Ensure the service desk is resourced to meet customer demand
• Provide metrics to help us drive our goal of continuous improvement

The ideal candidate would have experience of CCaaS, however, to be a successful Service Desk Manager, you will have various prerequisite skills and qualifications needed to perform duties effectively, these include:

Essential Skills

• Experience of managing a service desk
• Excellent verbal and written communication skills
• An active / empathic leader
• Proven organisational skills with the ability to multi-task
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Knowledge and understanding of best practice framework (such as ITIL, ISO20k) for the delivery of IT services
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies
• Experience of administration / ownership of service desk tools and technology, such as Contact Centre, ITSM, remote access, knowledge resources
• Experience of developing effective working relationships with customers and suppliers
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team

Desirable Skills

• Experience of initiating and delivering service improvement projects
• Experience of managing an IT support service within a higher education institution
• ITIL Intermediate qualifications

Job Type: Full-time

Salary: Up to £45,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Life insurance
• Private medical insurance
• Wellness programme
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Application question(s):

• Are you willing to undergo a background check?

Experience:

• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote

Reference ID: SDA(2)_2023