Service Desk Manager 24/7

Employment Type
Full time
Milton Keynes/Bletchley, Solihull

Role Purpose

As a 24*7 Shift Manager you will play a pivotal role leading the work of Client Services Teams both out of hours and during core operating hours. You will be responsible for several mission critical tasks that ensure the smooth running of a team and delivery of high quality of service to customers and stakeholders.

Key Responsibilities

Manage the distribution of work and overall workload of a team of Infrastructure and End User Computing analysts
Ensure that work across the team is correctly classified and being prioritised in line with customer SLA or KPI requirements appropriate to the work type
Conduct regular leadership tasks such as coaching, 1:1’s and performance feedback
Pro-actively monitor, control and report against customer SLAs and KPI for your allocated customers for the service your team delivers
Work with the Service Operations Manager (SOM) and the Service Delivery Management team (where aligned) as well as colleagues across Service Operations ensuring systems, methodologies, procedures are in place and monitored
Act as an initial escalation point for any operational escalations including major incident management or formal complaints
Ensure that effective training is made available and that team members are coached and developed to progress within the business
Play an active part during any major incidents that may affect your service to customers Identify areas of service improvement and technical remediation and liaise with the SOM to raise sales opportunities as they arise
Support the induction process for your team and escalate concerns or support in a timely manner

Skills and Experience

Strong leadership and people management skills
Technical background relevant to Acora’s technology portfolio
An evident passion for good customer service
Excellent written and verbal communication skills
Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team
Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision
Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines
ITIL foundation qualification or better
Experience of managing, measuring and improving team performance

For more information about this position, please email and include a copy of your CV

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