Overall Role Objectives
Reporting to the Head of IT Operations you will have day-to-day management of the IT Service Desk ensuring adherence to the agreed operational SLAs and KPIs whilst maintaining and improving customer service to all business units. The Support team are responsible for the customer service desk and are the front-line support service for all users, providing a valuable technical support service for all staff. You will be responsible for the line management of all Support team members providing clarity on objectives, ways of working and performance measurement. You will be expected to build strong relationships with key business stakeholders, internal business users and 3rd party suppliers.
With the DX Programme in progress, you will play a pivotal role ensuring that the Service Desk and Support Team are ready to transition the DX Programme into service in order to achieve strategic goals whilst maintaining service quality and managing customer expectations.
Key Behaviours
- Customer Focus – Understand that customers are at the heart of our service delivery offering and any and all processes focus around that fact with the aim to “delight” at every step.
- Communication Skills – Be able to identify and communicate appropriately to your audience at any level of the internal or external business units so they understand your message.
- Collaboration – Be able to work within your team, the wider IT team and the business units, communicating effectively on your tasks/progress and understanding the wider context in which you work.
- Flexible – A flexible approach is needed to ensure that you can be a point of contact if issues are escalated outside of normal working hours.
Tasks/Responsibilites
Operational
- Management of the IT Service Desk and Operational Support team, providing mentoring, training, and regular appraisals of their work. Help to identify Support Team training gaps and/ or opportunities
- Setting clear individual objectives and ensuring CPD is supported.
- Ensuring all team objectives are understood and met.
- Conducting regular team meetings and one to one reviews to monitor progress and drive improvement.
- Recruitment of additional staff when required.
Service Desk
- Day-to-day management of new and existing tickets that come into the IT Service Desk ensuring issues are triaged to the correct team(s) and in adherence with operational process.
- Detect and analyse incoming tickets for high priority, wide-ranging or recurring issues and manage problems to a successful conclusion with minimal business disruption.
- Take ownership and act as initial contact point for escalations, updating IT Management and agreeing next actions if required. Work with all Technology teams to ensure escalations are resolved appropriately.
- Ensure that support services are consistently meeting the needs of the business.
- Complete Service reviews for both the IT Management Team and Business Operational Management teams on Incidents/ Service Requests/ Problems and trends.
- Work with Head of IT Operations to highlight ideas for improvement within the service desk and develop/ implement best practices and processes in line with ITIL standards.
KPI Management
- Ensure the Support team’s SLA’s and KPI requirements are fulfilled.
- Ensure the Support team answer calls promptly and deal with any interactions in a professional and timely manner
- Provide regular reports to stakeholders on IT Department performance against agreed metrics.
- Escalate any resource and capacity gaps.
- Work with the Head of IT Operations to continually review and evolve team process.
Problem Management
- Help to identify re-occurring issues.
- Work with all teams to identify root cause and create a plan to deal with these
Knowledge Management
- Ensure the IT knowledge Base is up to date and fit for purpose
- Ability to document processes and identified fixes so these may be re-used and distributed to the team via our ticketing system
Change
- Ensure that handover notes from any new system/ system change are captured and that the support team have the adequate training to support the changed systems.
- Implement new processes/morning checks to comply with the new system requirement as warranted
Systems
- Take ownership and development of IT Service Desk Management tool looking to review and improve the existing system data/processes ensuring it is fit for purpose for business and IT need.
Demand Management
- Ensure team rotas for both Out-of-Hours and underpinning services are agreed, delivered and managed
- Allocating time to team members when required for ticket investigation/resolution where an issue is complex and/or needs more time.
People
- Develop and maintain excellent relationships with key stakeholders within the wider IT Team and Technology leadership.
- Excellent communication skills with an ability to present problems and solutions to both technical and non-technical customers whilst working in a high pressure IT environment.
- Act in a responsible and professional manner at all times.
- Respect other team members and assist when required.
- Inform the management team of any training requirements needed to fulfil your role.
- Ensure that team members understand and adhere to company policies and procedures
Operational Excellence
- Ensure that continuous improvement of the customer experience is at the forefront of all operational decisions.
- Continually demonstrate professionalism across all areas of the role, as well as interactions with the business and third parties.
- Ensure that appropriate responses are made in a timely fashion to requests / instructions from management, the business or the SRI Group.
Essential Knowledge, Skills & Experience
- Windows 10/11
- Microsoft O365 Admin Centre – administration / access
- Service Desk tools (ManageEngine is currently used)
- Active Directory – Access management
- Printer, Network and Telephony configuration and troubleshooting
- Ability to analyse data, create reports and deliver internally
- Excellent people management skills
- Dynamics 365 – basic understanding is desirable
- You will have at least 5 years IT Service Desk management experience with an excellent level of IT knowledge, escalation and problem resolution.
- You must be agile in your attitude with a strong desire to develop and learn.
- You must have a passion for providing high quality customer service with the ability to handle multiple tasks effectively and without detriment to service provided.
- Strong analytical skills to collect, interpret and utilise data for informed decision making and continuous improvement.
- You must thrive in a dynamic and fast paced environment and inspire your team to achieve ambitious goals.
- You must have the ability for remain calm under pressure and provide clear instruction to reach resolution when in major incidents.
- ITIL Foundation Certification (ITIL 4 preferred)
