Service Desk Manager

Role DescriptionThe role of the Service Desk Manager is to lead and manage the 1st and 2nd Line Teams within the Transputec Service Desk Function, and manage the first contact for all internal and external customers.
LocationHead office, Wembley London
RequiredUnrestricted right to work in UK
StatusPermanent / Full Time

Function

The function of the Service Desk Team is:

  • To receive, log, categorise and assign all calls to the correct Resolver Groups
  • To resolve Incidents and fulfil Service Requests that have been assigned to the 1st or 2nd Line Team Resolver Group(s) within the required Service Levels set-out in Customer Service Catalogues and Standard Operating Procedures
  • To when necessary, escalate tickets to the 3rd Line Team
  • To ensure the Company standard procedures for Incident Management, Problem Management and Service Level Management are applied and adhered to
  • To ensure any Configuration Management Database (CMDB) is updated in accordance with Service Desk operating policies and procedures
  • To fulfil enquires/requests for information from customers and service delivery teams
  • To increase levels of customer satisfaction and service quality performance indicators

Personal Responsibilities

Reporting

  • Provide monthly and ad-hoc reports as requested by the Service Desk and End User Support Manager
  • Inform the Service Desk and End User Support Manager of all customer complaints, accolades and SLA exceptions (with mitigation or explanations)
  • Monitor, measure and report on Team member KPls and customer SLAs
  • Provide input into the Monthly Report for Major Incidents/Trends/Problem Areas from monthly ticket data, including root cause analysis and action plans for your team

People Management

  • Ensure compliance with weekly and monthly time sheet completion requirements for self and staff
  • Ensure staff are online as per the Service Desk schedule
  • Ensure skills matrix within Transputec information database is maintained for self and staff
  • Review skills matrix for staff every three months and identify improvement areas Assign skills for new staff in the skills matrix
  • Liaise with the team on a daily basis of any changes occurring within Transputec or the team
  • Hold regular team meetings (at least monthly) using a standard agenda and publish minutes Communicate to the team any client issues that concern them
  • Develop, own and agree team and personal objectives with the Service Desk and End User Support Manager
  • Ensure Training and Development Plans are developed, tracked and completed for you and your staff in accordance with company policies and procedures
  • Ensure clearly defined objectives are developed, agreed, tracked and completed for you and your staff
  • Hold regular 121 meetings with all direct reports
  • Hold quarterly Performance Review meetings with individual staff and document
  • Hold annual appraisal meetings with individual staff and document
  • Ensure staff comply with the Transputec working practices
  • Ensure that you and your staff comply to all Transputec policies and act on any breaches of policies appropriately
  • Ensure any issues or complaints raised by staff are appropriately addressed, managed or escalated
  • Schedule resources and manage day to day resource allocation of the Service Desk Team and provide regular resource forecasts identifying any shortages of resources and/ or skill-sets
  • Review resource requests for projects (internal and external) approve/decline resource allocation to non-BAU work based on forecast and coverage
  • Participate in recruitment of temporary and permanent members of the team
  • Monitor staff morale and offer help to raise the morale should the need arise
  • Communicate to staff all information that pertains to their roles and development plans Manage your working environment in accordance with Transputec workplace policies

 Process

  • Ensure you and your staff are aware of and comply to all client processes when working on client tickets
  • Comply with Incident and Service Request Management Processes and ensure all calls logged are categorised and assigned according to the agreed standards on a daily basis
  • Monitor all Incidents and Service Requests logged to ensure SLAs for Response and Resolution are met
  • Escalation of Incidents and Service Requests about to breach SLA prior to any breach Comply with Configuration Management Processes and ensure the CMDB is updated according to the agreed standards throughout the ticket lifecycle
  • Provide reports from Connectwise CMDB or other  as and when required
  • Ensure documentation and processes exist for the area you are responsible for and that they are in accordance with Transputec standards and are regularly reviewed
  • Ensure documentation and processes are adhered to by yourself and your team
  • Consult Service Desk and End User Support Manager on the Continuous Service Improvement Plan

Financial

  • Ensure that overtime is only initiated when justified and the employee informs you beforehand and complete the ‘Team Overtime’ form before the 20th of each month to send to Payroll by the 5th of the following month.
  • Ensure all external courses you or your staff are booked on are attended to avoid cancellation fees or non-attendance fees being charged
  • Ensure that staff’s unplanned sick leaves and holidays are registered with the Company’s Resource Management System

Strategic

  • Take ownership of the area you manage and drive the team forward in line with business strategy
  • Working with other teams to plan, initiate and measure service improvements and continual service improvements
  • Ensure Successor Plans and Knowledge Base are maintained for all your staff members and that sufficient training and tools are available to enable stand-in cover to be implemented easily
  • Review project proposals to ensure that correct timings and costs have been placed against work
  • Review all relevant documents produced by projects and customer IT personnel to ensure they comply with standards and are fully supportable
  • Review and consult with Project Manager regarding Knowledge Transfer and Setting up support tools in Transition Services type Projects
  • Liaise with projects team and customer on matters relating to work remit

Customer Service

  • Provide technical advice to customers and other Transputec teams
  • Build and maintain relationships with customers and clients for your area
  • Represent your team to the business and clients acting as a leader for your staff
  • Forward details of all customer complaints and responses to the Quality Assurance Manager for inclusion in the Quality File as they occur
  • Review customer surveys to analyse Customer Satisfaction
  • Conduct QA for staff regularly both from a technical and from a soft skill point of view

Technical Responsibilities

  • Delegate work appropriately and effectively whilst maintaining ownership and responsibility
  • Input to project co-ordinators and managers to help produce proposals for work undertaken on behalf of the customer to be delivered by the team
  • Attend meetings as required based on work being undertaken
  • Be an escalation point for technical and personal matters raised by your team
  • Assist fellow team members in identifying solutions to problems Be flexible and be able to work out of hours when necessary
  • Maintain Breach Alerts in the Transputec ITSM tool

Key Measurements

  • All calls into the Service Desk to be answered within 30 seconds
  • Achieve an average call answer time of <15 seconds Longest call waiting time should <90 seconds
  • Achieve a Response rate of >95% across all Incident and Request classifications
  • Achieve a Resolution rate of >95% across all Incident and Request classifications
  • Achieve remote resolution rates of 65%
  • Achieve first time fix rates of 70%
  • Zero calls/service requests breaching SLA without prior escalation
  • CMDB updates to be input within 24 hours
  • CMDB assets to be 100% accurate against sample checking
  • All timesheets for self and staff to be completed accurately and submitted by the target date Continuous improvement of staff KPls

Person Specification

  • ITIL foundation level as minimum certification
  • 2 years’ experience in a Service Desk leadership role
  • Experience of performance indicator and management reporting tools
  • Line management experience: recruiting, performance appraisals, mentoring, corrective actions, leadership
  • Good knowledge of information technology, trends, vendors, systems and services Ability to demonstrate exceptional attention to detail
  • Effective co-ordination skills — able to prioritise and execute competing activities Good communication skills — ability to clearly communicate technical concepts and information to technical and non-technical personnel both internally and externally Good interpersonal skills — ability to liaise with personnel at all levels and adapt style accordingly. Ability to work within a team environment
  • Planning and Organisation: Applies a resourceful, structured and methodical approach to work, using time management skills and prioritising a complex workload