Job Description
Job Title:
Service Desk Manager
Department/Location:
Office-based in Westbury on Trym, Bristol
Reports to:
Operations Director
Core hours of work:
Monday to Friday 8:30am to 5:30pm
Salary Range:
£ dependent on experience and qualifications.
Summary of Position:
At the heart of Solution IP, a managed service provider, this role is responsible for customers data, voice and IT networks. The role requires a blend of experience to include technical skills, people management and exceptional customer service.
Responsible for the management of the service delivery and support functions, ensuring customer service standards and SLA’s are maintained to the highest level.
Managing the service desk team and the service desk activities for the engineering team. You will be responsible for the structure of the service management, the customer experience process design, development and continuous improvement. Whilst contributing to improving customer support by actively responding to queries and handling escalations.
The objective of the role is to provide excellent customer services, ensure customer retention and increase customer satisfaction.
You will ensure that all service and contractual SLAs are achieved, working with the Head of Delivery and Sales Team to ensure efficient and exceptional service standards.
On a day to day basis, you will be required to manage and lead a small but growing support team, mostly based in Bristol but will include satellite branches. You will be responsible for the design, behaviour, skill, development and productivity of this this team.
Primary Responsibilities
Response and resolution management; to ensure incidents, change & service requests are responded to and resolved in line with contractual SLAs and internal KPI’s
Resolve escalated service issues, to ensure minimal impact and risk to the customer’s solution, acting as Major Incident Manager where required, keeping the senior management team (SMT) informed at all times.
Team management; personal development of the team, conducting monthly 121’s, appraisals and regular team meetings. Managing & evaluating skills & updating skills matrix, recruitment, behaviour and communication. Monitoring sickness, absences and managing performance as per the company expectations.
Responsible for overall supplier management and service delivery and retention, for all customers. Providing regular updates is a key element of the role to deliver excellent customer service is our aim.
Ensure customer satisfaction levels are maintained.
Review and act upon any negative customer feedback and liaise with customer accordingly.
To manage and maintain the CRM system, regularly updating with accurate and relevant information.
Contributing to customer service reviews both on and off site. Regularly reviewing supplier, customer experience and product performance.
To develop and maintain a high level of working knowledge of each customer’s organisation and infrastructure, to ensure the right product and fit is provided.
Scheduling workloads and completing when necessary; configuring of broadband hardware (e.g. routers, firewalls) and dispatching to the customer. Ensuring new data connection requests (managed broadband, Leased lines, MPLS/PWANS) are ordered, liaise with third party suppliers and agree installation dates with customers. To support IT & Telephone system engineers with adds/moves/changes on voice, data and IT systems.
Identifying and completing process improvements, to include service and working practices. Documenting and communicating all processes, procedures and changes.
Reporting – KPI’, daily, weekly and monthly service reporting and participation in monthly SMT meeting.
Working with the SMT to contribute to the on-going development of the wider service delivery function and cross functional service improvement activities. Including involvement in project work to deploy multi-site managed data networks.
Personal Specification
Essential
Desirable
Qualifications & Training
TIL Practitioner.
Educated to Degree level or equivalent.
Full & Clean driving licence.
.
Cisco CCNA Levels 1-4 certified (or actively studying). SIP school SSCA Certification.
Project management skills ideally practcing Prince 2.
Experience
At least 2 year’s people/ team management. Ability to coach & lead a team.
IT Support Knowledge
Experience within the following areas (not inclusive)
– Telephony services (Gamma, Avaya, Mitel, SIP)
– Microsoft product suite (O365, Servers, Azure, Windows desktop, AD)
– Connectivity
– Routers
– Firewalls
– LAN Knowledge, Network Design and Implementation. Advanced level support with routing, firewall administration. Packet capturing
– Experience in a customer service environment including attending client sites and comms set up.
· Telecoms Industry awareness.
· Helpdesk management; experience of running a support desk with a wide variety of customers.
Qualities and Attitude
Enthusiastic and energetic with a positive ‘can do’ outlook. Adaptable to change, resilient and a hands-on approach.
Ability to take ownership of customer service delivery and actions.
Competencies
Strong organisational and time management skills.
Technically competent on products and services.
Focused on delivering excellent customer serviced and continuous improvement.
Excellent relationship management skills, ability to manage, influence and coordinate work schedules with multiple parties.
Ability to work under pressure and multitask.
Good interpersonal skills
Effective communicator, on phone and in writing.
Methodical & problem-solving approach, with eye for detail.
Note: This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process, and we would aim to reach agreement on any changes.
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