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Job description

Service Desk Manager

£50k - £55k

Guildford - office based

Role Specific Responsibilities

• Manage the team of Customer Service and Technical Support professionals, providing guidance, coaching, and mentoring as needed.
• Ensure that the teams meet and exceed all KPIs set for the UC and CC backbone teams.
• Proactively identifying and resolving issues before they impact users.
• Be the initial escalation point within the company for customers who require management focus and attention on cases.
• Collaborate with cross-functional teams, including Service Delivery Managers, network engineering, software development, and operations, to ensure that the UC and CC backbone team is aligned with the overall technology strategy.
• Develop and maintain service level agreements (SLAs) for customers and report regularly on performance against those SLAs.
• Identify areas for improvement in the UC and CC backbone team, developing and implementing plans to address them.
• Keep up to date with industry trends and best practices and apply that knowledge to drive continuous improvement.
• Manage relationships with third-party vendors and service providers, ensuring that they are meeting their contractual obligations.
• Ensure compliance with our ISO 20000 certifications and developing the framework of documents as necessary to align with changes to the standards and also within the company.
• Have ownership and maintain a dynamic schedule of engineering resources to ensure that demands are met with respect to delivering customer engineering orders and workforce optimisation to deliver day to day support to customers.

Required Skills/Experience

• Currently working within a UC Telco environment ideally as a Team Leader/Manager
• Tech savvy, with previous experience working on a faults desk or similar

Must live in a close proximity to Guildford and be able to commute daily

Job Types: Full-time, Permanent

Salary: £50,000.00-£55,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Guildford: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Must be working in a Team Leader/Manager role within a UC/CCaaS environment

Work Location: In person