Job: Operations & Service Desk Manager

This role involves both the management of the Operations environment and the monitoring and supervising of Service Desk and Service Desk Engineers to ensure the running of the Service Desk is smooth and efficient.

If you are looking to build your career in a fast paced work environment, this is the perfect role for you! As an award-winning company with a data centre accredited to ISO27001:2013 and teams of highly skilled individuals, we are committed to service excellence. Established over 24 years ago, we have developed strong long-lasting relationships with both our public and private clients, which has strengthened our reputation across a number of sectors.

 

About the Role

We are ideally looking for a person with at least 5 years’ experience in a service desk role with management experience. We would like this individual to have great people management experience, gained preferably from within a services company. The individual should also have strong leadership & communication skills, excellent analytical, problem-solving, interpersonal and negotiation skills.

 

Responsibilities

Operations Management

Establish and maintain procedures and guidelines for the safe and efficient operation of all centrally managed computers.  To manage the operations and inform helpdesk personnel to ensure the efficient and timely execution of all regular and irregular tasks, duties and responsibilities.

Procedures

Preparation and maintenance of procedures and guidelines for the Company, its customers and the data centre (and any procedures related to the facility).  Procedures are required for use by the service desk and service delivery engineers to cover all regular and irregular tasks, which they perform.  Guidelines are required for use by all operations personnel at various times.  Embodied within both procedures and guidelines will be the representation of various company and external norms and standards designed to ensure safe working practices and operation of equipment according to recognised best practice.

Reports

Provide management and clients with monthly and ad-hoc reports and statistics on the services provided including utilisation and performance.

Change Control

To be mindful of changes to the computing environment and to plan and make provision where and when required.

Service Desk Management

On a daily basis check all calls/tasks that have been logged on the system.  Make sure the engineers are chasing the calls to close them as efficiently and quickly as possible.

Engineer Cover/Escalation

If a shift cannot be covered by any of the service desk engineers, the manager is expected to cover the shift.  The manager is also the immediate escalation point for the service desk for both user calls and service desk problems.

Client Management

The role of the manager involves the handling of clients efficiently, calmly and generally in the best possible way.  Work with the account managers to ensure that client requirements are being met and any operating problems identified and resolved.  Develop and operate the client survey system to monitor and report on the customer perception of the services.

Shift Management

Maintain the rota for the engineers.  This will include working around holiday and sickness and ensuring that public holidays are shared equally.

Project Work

Service Delivery Managers will work with you and your line manager to provide projects to be completed by yourself and/or your team, ensuring the project deadline is met.

Systems & Procedures

Maintain and update the service desk software as and when required. Supervise the team to ensure that any new procedure or process definition is realistic and useable before being implemented.

Recruitment & Training

You will be involved in interviews for Service Desk Engineers.  Any training courses required for the service desk should be managed by yourself. Helping junior member of staff progress up the company. 

Trust

You will be involved in the management and data entry within Trust, the Company’s bespoke resource management system, which allocates staff to the appropriate place of work and enables a high level of planning and reporting. 

As a member of the Information Security Team, contribute to the development and compliance of company information security policies and procedures.

As a member of the Business Continuity Team, contribute to the development, compliance and implementation of the company business continuity plan, testing and execution.

By managing your team effectively, you should ensure there is a good balance of teamwork and motivation throughout your team.

 

Requirements

The position will require experience and knowledge of key IT areas including basic computer hardware and software, including all programs used by our clients.

The position will require a working knowledge of all the operating systems used by the company and its clients, and knowledge of relevant legislation and ability to produce and present statistical information.

The position will require a motivated, focused, friendly, patient, organised and assertive individual who is able to work in and manage a team.  They should be able to use their initiative to priorities calls, and be capable of working under pressure.

 

The Package

This is a permanent role with competitive salary + benefits.

Benefits Package

• Pension
• Health Care
• Life Assurance 
• Generous perks packages with a variety of savings such as:
  • High street & supermarket savings
  • Gym discounts
  • Money off meals out
  • Great price cinema tickets
  • Free phone insurance
  • Cycle2work scheme
  • Childcare tax relief