Call Centre Manager/Service Desk Manager

Call Centre Manager/Service Desk Manager - IT Services

A fantastic opportunity has arisen for an experienced Call Centre Manager with good experience of managing large teams and multiple departments or a Service Desk Manager with a strong background in service desk management managing not only analysts but team leaders to join dynamic, fast growing blue chip organisation.

As a Call Centre Manager/Service Desk Manager you will be ideally ITIL qualified and have strong man management experience and be able to hit the ground running.

The role will be remote working initially due to COVID 19 however applicants will be expected to attend site in Peterborough when restrictions are lifted.

As a Call Centre Manager/Service Desk Manager you will be responsible for
Management and leadership of all aligned Service Desk Team Leaders - 121s, PMPs, ad hoc support and guidance, coworker development

Undertaking regular and routine strategic planning sessions with aligned Team Leaders and teams to understand requirements and capabilities to deliver contractual SLAs. Present requirements to management for review

Enablement of Team Leaders to undertake their role successfully and ensure their teams can deliver against customer SLAs

Ensure rota management and resourcing is fit for purpose
Drive all aligned Service Desk teams towards proactive incident, request and queue management on a 24/7 basis
Provide a senior level escalation point for aligned customers and internal management
Play an active role in the escalations and complaints process to ensure the Service Desk always provides a swift and highly effective resolution of issues across aligned Service Desk sub teams and wider teams when required
Identify service improvement areas across the Service Desk
Ensure SI initiatives are identified and logged with the SI team
Work collaboratively and responsively with the Service Improvement Team to drive continual service improvement across the Service Desk. Actively participate in SI initiatives and ensure aligned teams do the same
Contactable and diligent outside of core working hours for Team Leader support and guidance
Carry out ad hoc project work for Management
Be responsive to and assist SDMs with service improvement requirements (customer onsite facing meetings may be required from time to time)
Work consistently an collaboratively with counterpart Service Desk Managers to drive consistent quality across the Service Desk
Drive professionalism across the Service Desk at all times
Produce and deliver KPIs for aligned teams

As a Call Centre/Service Desk Manager you will have the following knowledge and experience

Experience of Call Centre or Service Desk Management for min 3-5 years preferably within an MSP
A strong understanding of IT Service Desk/Call centre principals is key
Proven people management and leadership skills

As a Call Centre Manager/Service Desk Manager you will be a highly motivated self-starter with ability to work with all hierarchical levels
*Passionate about what you do and making a difference
*Exceptional problem solving skills with an ability to multitask and manage multiple
work streams and problems simultaneously
*Demonstrate a positive, proactive, results driven approach
*An enthusiastic individual with a passion to lead, develop and contribute
*Able to demonstrate adaptability in response to changing needs and priorities
*Tolerant and dependable under pressure. Able to work to deadlines.
*Have a professional 'can do' attitude and approach

So if you are an experienced Call Centre Manager or Service Desk Manager looking for your next career move please apply now!

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