Service Desk Manager
Salary circa £35,000
Full-time (37.5 hrs per week (shift-rota basis)
Our client is a UK top-100 commercial law firm and is recognised by clients and industries alike as being distinct: for its deep understanding, insight and advice to creative, innovative and brand-focused businesses; for its market-leading international practice in employment, immigration and reward; and for delivering pragmatic, commercial advice in a refreshingly human way.
The IT Department has a relaxed, sociable, working atmosphere whilst providing a high level of support to its users, there are currently 12 staff in IT split between helpdesk, networks, training, development and management and across 2 sites, Cardiff and London.
To manage the performance of the IT Service Desk in supporting clients and to have responsibility for managing the IT Service Desk team who are based in our Cardiff and London Office. The post holder (based in Cardiff) will also be responsible for overseeing that service levels are achieved and customer expectations are met or exceeded with regards to the day to day operation of the IT Service Desk. Candidates require a broad in-depth knowledge of the workings of the Service Desk, the IT team and the business as a whole to enable them to make appropriate decisions, instructions, advice and support to the team.
The successful candidate will have proven experience of managing the Service Desk and delivering strong service delivery.
Some travel to the London office may be required.
Key duties and responsibilities
Responsible for making decisions for the IT Service Desk team where required to ensure full service delivery.
Responsible for overseeing the operational and quality outputs of the IT Service Desk teams, including producing reports and analysis where improvements can be made.
Effectively dealing with IT Service Desk calls from clients in a timely manner, including diagnosis of customer issues, correct logging and allocation of customer incidents and closure of jobs.
Manage the process of resolution and escalations of all customer complaints and feedback with regards to the IT Service Desk (in conjunction with either the head of IT or IT Manager – whichever is appropriate).
Monitor Helpdesk activity levels and provide data on trends, reporting statistics (re: calls logged/matters outstanding) and any other management information required, as and when needed.
Managing staffing levels in the IT Service Desk team including absence approval and scheduling the rota to ensure full Service Desk cover during the required business hours.
Analyse the firms’ business needs and work with colleagues to achieve/overcome their technological goals/challenges.
Assisting the IT Manager and Head of IT where required (e.g. ad hoc projects, helping where there is capacity issues etc).
Managing a team across 2 sites
Experience in a professional services environment
Impact and Influence:
Gains respect from others; able to demonstrate knowledge and experience
Understands the audience
Respects others views and perspectives
Recognises individual’s strengths and weaknesses
Understands others’ behaviour even when this is not overtly expressed.
Ask questions to find out wants/needs of others; knows what to ask and how to ask it
Demonstrates respect for others consistently
Presents self and the organisation professionally (with integrity and honesty)
Displays and promotes confidence
Has a sense of humour in adversity or challenging situations
Acts to build trust and commitment
Communicates effectively – upwards/sideways/downwards
Gains respect of clients and work colleagues
Supportive to both staff and external people
Maintains professional standards
Confidentiality is expected at all times
Works for continuous improvement
Makes measurable improvements in service delivery
Is pro-active and has perseverance
Demonstrates pride in team / own achievements
Adapts easily to different situations/changing priorities
Prepare to work out of job role expectations
Able to work under pressure
Deals with problems as they arise and consults as appropriate
Liaises with other staff and shares ideas and information