The IT Service Desk Manager is responsible for leading the operational delivery of first and second-line technical support across all divisions and technologies. This role ensures that the Service Desk operates efficiently, cost-effectively, and with a strong focus on customer service. The manager will be accountable for the development, monitoring, reporting, and driving of SLAs, as well as contributing to departmental performance goals.
Key Relationships:
Collaborate with the Global IT Service Manager and regional IT/Service Desk/IT Process Managers to ensure services meet company standards and business needs.
Work closely with Support Analysts, Team Leaders, Deskside Analysts, and Customer Services Managers to deliver effective services.
Partner with Service Management to ensure a seamless approach to support and security across applications and infrastructure.
Work with Relationship Management teams to ensure smooth transitions of applications into support, maintaining service excellence.
Provide support and process leadership on projects by collaborating with Technical Delivery Teams and Business Solutions Management.
Manage strategic relationships with key product suppliers, such as Arkadin, Vodafone, and Apogee, to drive performance and deliver value for money.
Work with the business to develop and maintain support policies and procedures.
Interact with internal customers and external clients to deliver appropriate service levels and prioritize effectively.
Collaborate with Service Desk Managers in Belfast and Singapore to ensure consistent service quality across all offices.
Role and Key Competencies:
Service Support:
Manage and plan resources to meet current and future demand, ensuring the service desk runs efficiently and cost-effectively.
Schedule staff work hours to meet service levels and ensure incidents and requests are documented in the ITSM system (ServiceNow).
Lead operational staff through technical and managerial support, setting an example of exceptional customer service.
Investigate and resolve incidents and system/service issues, ensuring the Service Catalogue is accurate and up to date.
Monitor SLAs, KPIs, and daily operations, implementing corrective actions as needed.
Service Delivery:
Ensure staff consistently meet or exceed performance expectations, adhering to defined SLAs, standards, and processes.
Escalate service breaches and investigate availability incidents, implementing remedial actions when necessary.
Draft and maintain policies, standards, and procedures for the service desk.
Regularly monitor incident resolution speed and report on improvements.
Champion ITIL best practices, especially for incident and service request management.
Offer guidance to management on improving the effectiveness and efficiency of services.
People Management:
Train, coach, and develop Service Desk Analysts (Level 1/2) and Team Leaders, overseeing their activities and career development.
Ensure staff undergo regular training and performance appraisals to maintain high levels of customer support.
Motivate the team and provide mentorship to foster a positive and efficient working environment.
Obtain and create training materials to improve staff effectiveness.
Risk Management:
Identify compromised IT systems and take immediate action to minimize damage.
Escalate issues to senior IT management in a timely manner.
Investigate security breaches and recommend improvements.
Ensure unresolved incidents are matched to existing problems or known errors.
Manage communication and emergency activities related to major incidents and participate in post-incident reviews.
Key Requirements:
Business Competencies:
Proven experience managing a service desk function successfully.
Strong leadership skills, with a focus on coaching and delivering by professional example.
Ability to think critically, analyze situations, solve problems, and lead a team in a shift-based environment.
Awareness of business-critical incidents and their impact, advising management when additional support is needed.
Excellent communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
A passion for customer service and the ability to communicate complex technical concepts in business-friendly terms.
Ability to develop strong relationships across IT teams, fostering knowledge-sharing and collaboration.
Experience working in a global environment with an appreciation of multiple cultures.
Highly self-motivated with the ability to manage ambiguity and conflicting priorities.
Experience managing knowledge repositories and maintaining top-quality solutions and guides.
Professional attitude in high-pressure situations, delivering excellent customer service even in challenging environments.
Knowledge:
In-depth understanding of Service Desk operations and IT best practices.
Broad knowledge of IT concepts and architectures, including practical experience with ITIL management processes.
Solid understanding of the technologies used by the organization and business practices.
Comprehensive knowledge of SLAs and KPIs.
Experience working in complex, high-pressure environments within a 24/7 support structure.
Experience:
At least 3 years of Service Desk Management experience.
Proven ability to manage a service desk function and deliver effective performance.
Strong analytical, reporting, and numeracy skills, with experience in data analysis.
Experience with ITSM tools such as BMC Helix or similar platforms.
Experience with Genesys Automatic Call Distribution System or similar tools.
Qualifications:
Degree qualification preferred.
Recognized management certification, such as the Service Desk Institute's "Service Desk Manager" certification, is favorable.