IT Service Desk Supervisor - BCDR - London/Hybrid/WFH (NEW)

Would you like to work in an open culture where everyone is professional and help each other out? Would you like to work in a role where you can cross train on the latest technologies? Would you like to work in an environment where you are NOT micro-managed and your views and experience are regarded highly? If yes, then read on, this could be the role you've always been looking for.

You will be part of a highly skilled and competent Business Continuity and Disaster Recovery Team within one of the fastest growing Data Protection Service Providers in the UK.

Overview

The Service Desk Supervisor role is responsible for the successful management of the Service Desk

Team. The SDS will drive the delivery of consistent, timely and effective support services to all

clients via effective management, coaching and motivating of a team of technicians. The SDS is the advocate of the highest level of customer centric service in an efficient, professional and effective manner. This will involve ensuring the continuity and quality of service delivery, adherence to processes and standards, SLAs met or exceeded, effective distribution of workload, tracking ticketing and service level metrics, and monitoring and reporting on service levels and utilisation.

The SDS will be the Team Leader for the Service Desk directly managing the team.

Responsibilities

• Monitoring the ticketing and incident management process, ensuring SLA compliance and reporting compliance risks and issues to the Head of Operations.
• Facilitating Incident management resolution with the Head of Operations – to ensure that all issues are successfully closed
• Monitoring and distributing team workload: ensuring tickets are being appropriately triaged and the most appropriate resources allocated; working with Project Managers to ensure project deadlines are achieved

Ownership, Management and Administration of the service management system (Jira), including setting up of contracts and SLAs, report production, and ensuring engineers maintain accurate CMDB records

• Ensuring timely escalation of tickets where SLAs or quality are at risk
• Contributing to Continuous Service Improvement by analysing customer feedback and making recommendations for improvement
• Working with Product Managers for Problem Management analysis and prioritising and implementing permanent solutions for recurring issues.
• Manage the creation, development and updating of relevant policies and processes
• Monitoring compliance of all relevant policies and processes including ISO27001 and ITIL, and company policies
• Regular training and coaching of staff, including new joiners, in service excellence
• Oversee training and personal development of staff including regular 1-2-1 meetings
• Monitor, manage and report on the team KPI’s performance using that data to improve service and skills

Knowledge, Skills, Experience

• A confident, professional personal presence, with the ability to develop a good rapport and effective working relationship with colleagues
• Proven ability / track record of successful management that demonstrates an ability to manage performance, inspire and lead by example
• Experience coaching and managing others to follow best practises and develop themselves personally and professionally
• Sufficient knowledge of technical terms and principles to make decisions based on technical information (such as whether a ticket should be assigned to 1st, 2nd or 3rd line resources) – able to manage technical staff effectively and gain the respect of those staff
• Flexible and committed

Job Type: Permanent

Salary: £49,394.00-£55,491.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Flexitime
• Free parking
• Gym membership
• On-site parking
• Private medical insurance
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London

Application deadline: 01/05/2023
Reference ID: IN116