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Job Description - Service Desk Manager Salary: Depending on experience Hours: Monday to Friday 08:30 - 17:30 Holiday: 25 days + bank holidays Office Location: Horsham, West Sussex Who are Global 4? We're not your average Telecom company. With an impressive 5-star Trustpilot rating and ISO 9001 and 27001 accreditations, we're at the forefront of innovation. We're adding new clients to our family constantly, all while nurturing our existing ones who are thrilled with our service. Now, we're expanding our dynamic team and seeking driven, dedicated individuals to join us on our journey. If you're yearning for a fresh opportunity and meaningful rewards, your time to shine is now - join Global 4! Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer. Job Purpose The role of the Service Desk Manager is to ensure service level agreements, targets, support activities, projects and service improvement initiatives are delivered and maintained to our clients' needs and to meet their business expectation. Reporting to the Managed Services Operations Director, the IT Service Desk Manager must be passionate about customer service and the delivery of value-added service, policy, process, and procedure. Supporting both our internal and external Clients, the Service Desk Manager will be required to build strong, engaging, and proactive working relationships that deliver both IT value and quality through the adoption of best practices. This strategic and highly customer facing role requires proven people, process, and technology service management skill to deliver business aligned and fit for purpose IT Services. The role will be required to handle demand from a multitude of customers, ensuring that sales opportunities are correctly channeled, that onboarding for new clients is managed in accordance to strict deadline and to high standard, and to ensure that IMAC related tasks, as well as support tickets, are moved on in a timely fashion. Working alongside the service aligned support technicians, other support team leaders, external service providers and the CXM team, you will be required to participate and lead in transformational programmes and related activities whilst ensuring business as usual activities are maintained appropriately. Leading as a role model, the Service Delivery Manager will provide direction, mentoring and coaching to the aligned support technicians. This will include feedback on day-to-day performance and frequent 121 reviews. What will you be doing? Work with the relevant Global4 account managers/Client Experience Managers and the aligned support technicians to ensure the highest levels service and satisfaction are delivered to our clients, in accordance with the conditions of the appropriate support contract that is in place. Ensure that service demand levels are managed and resourced appropriately so as not to impact contracted service levels. Make certain the receiving, logging, and managing calls from clients via telephone, online portal, email, and instant messaging are being managed and dealt appropriately. Manage escalations of ongoing service requests and incidents within the aligned support team, including those that are outsourced to other Group functions. Support the delivery of IT services by escalation to the relevant Global4 Account managers /Client Experience Managers with Incident, Problems and Change Requests. Conduct regular service review meetings with the relevant Global4 Account managers/ Client Experience Managers ensuring agenda, minutes and actions are managed effectively Be invested in the performance of the aligned support team as a whole and at an individual level to identify any areas of improvement Escalation of customer service-related activities to the relevant Global4 Account managers/ Client Experience Managers and follow up the status of problems on behalf of the client and work with the Technical Support team to ensure they are actioned. Maintain a high degree of customer service for all internal and external engagements. Own the support documentation and ensure it is updated to assist other members of the aligned support team or clients with requests for information & provide training if required. To liaise and work with external technical support teams and individuals where appropriate. Raise deficiencies in process and procedure with the Managed Services Division Operations Director as soon practicably possible. Act as the key focal point for new client onboarding for those customers that procure support as an extension of Global 4 services (Non CXM clients) Produce regular and adhoc service and team performance reports, for customers, for the Board and for Global4 Account Managers/Client Experience Managers as needed Any other reasonable management requests in line with the needs of the business. What do we need from you? Professional, presentable, approachable, and courteous. Excellent customer service skills and telephone manner. Effective communication skills in dealing with both internal and external clients and suppliers Approach and solve problems in a logical manner and often in a pressurised environment. Possess the ability to compile and interpret IT service management metrics and appropriately act on resulting statistics. Have experience in providing quality and value, this will very often be under pressure, therefore, the jobholder must demonstrate good organisational skills to satisfy the requirements of many similar priorities and service demands. Attention to detail and ability to listen and learn. Tenacious and willing to go the extra mile. Ability to develop technical and service delivery skills in line with the services offered by the business. Knowledge and Experience: Working with internal and external support teams delivering technical support of IT systems, and services. Good understanding of the delivery of structured IT Service Management best practice such as ITIL. Ownership of service requests, problems, and participation in change management processes. Problem Solving: The ability to resolve problems approaching and solving them in a logical and methodical manner following the defined and documented processes and procedures of the company. Initiative: Continually review and develop the service management ecosystem to best service our clients and enable the aligned support team to operate efficiently and effectively. This will also involve sharing best practices with other support Team Leaders. Relationship Building and Communication: With both internal and external Clients as well as suppliers you must demonstrate excellent communication skills to develop good working relationships, trust, and exhibit empathy to the situation in hand and how the issue may impact others. Excellent team management skills and decisive allocation of your team workloads. Be diplomatic, understanding, pragmatic and fair when dealing with everyone that you interact with and promote this though a team approach. Ability to develop good working relationships, listen and respect the views of others, and demonstrate this flexibility in all that you do and adopt appropriate behaviour to any given the situation. Where possible, coach others to develop themselves as you would wish to be coached yourself Client Service: Above all be focused on delivering the absolute best customer experience and service. What benefits will you receive? 50% off our Broadband & Utility packages, completely free after two years £1,000 Refer A Friend Scheme 25 days holiday allowance + bank holidays 5 additional days leave granted based upon length of service £250 Bright Ideas Scheme Employee Recognition Scheme - Including Days Out Buy & Sell holiday allowance scheme Death in service benefit Pension scheme Eye care vouchers Friday fridge Paid Charity leave