Service Desk operations Manager

We are working with a prestigious client who seeks an experienced Service Desk Manager based near Southampton Hampshire.

Annual Salary 50K plus performance related bonus of up to an additional £7500

The Role
To lead a team of IT professionals providing 1st and 2nd line IT Service Desk, Service Request Management, Continuous Service Improvement, Problem Management, account unique services, operations and proactive services.

* Is overall responsible for ensuring a consistently high level of customer satisfaction. Drives actions to address repeat issues impacting customer satisfaction.
* Provides strong leadership to a team of IT professionals demonstrated by a positive employee engagement and consistent high performance reflected by positive client feedback.
* Is accountable for the performance relating to agreed metrics in respect of incident and service request management. Ensures contractual and non-contractual obligations are met.
* Benchmarks service to demonstrate effectiveness, efficiency and value to the business.
* Leads continuous service improvement, ensuring plans are in place which deliver demonstrable service improvement (Better, Faster, Cheaper).
* Builds strong working relationships with key stakeholders.
* Builds and delivers appropriate service reporting for managers to meet customer and company objectives.
* Manages the customer experience process in terms of reporting and ensuring that any negative feedback is responded to within agreed time-frames.
* Takes responsibility for ensuring quality communications to clients in the event of a major incident or event necessitating a service related communication.
* Works with service transition to ensure new or changes to existing services are introduced to live service to the expected quality and cost.
* Supports projects and functional managers to ensure the right delivery resources are assigned with the right skills, at the right cost, at the right time.
* Drives tight alignment between incident and problem management. Ensures problem management drives quality root cause analysis with a clear focus on reducing repeat incidents.

About you
* Is educated to degree or equivalent level of experience (at least 5 years working within the scope of this role).
* Have experience of nurturing, growing and maintaining excellent client relationships at all levels
* Has extensive experience managing a medium or large sized IT Technical Service Desk.
* Has practical knowledge of how to lead a top performing Service Desk.
* Is an experienced leader with a proven track record of leading positive change resulting in significant improvements to customer satisfaction and employee engagement.
* Can work under pressure with conflicting deadlines and demands.
* Must be approachable and possess the skills to build and maintain excellent working relationships with clients (internal and external).
* Must have excellent communications skills at all levels.