IT Service Desk Manager - RennerBrown

The IT Service Desk Manager is responsible for leading the operational delivery of first and second-line technical support across all divisions and technologies. This role ensures that the Service Desk operates efficiently, cost-effectively, and with a strong focus on customer service. The manager will be accountable for the development, monitoring, reporting, and driving of SLAs, as well as contributing to departmental performance goals.

Key Relationships:

• Collaborate with the Global IT Service Manager and regional IT/Service Desk/IT Process Managers to ensure services meet company standards and business needs.
• Work closely with Support Analysts, Team Leaders, Deskside Analysts, and Customer Services Managers to deliver effective services.
• Partner with Service Management to ensure a seamless approach to support and security across applications and infrastructure.
• Work with Relationship Management teams to ensure smooth transitions of applications into support, maintaining service excellence.
• Provide support and process leadership on projects by collaborating with Technical Delivery Teams and Business Solutions Management.
• Manage strategic relationships with key product suppliers, such as Arkadin, Vodafone, and Apogee, to drive performance and deliver value for money.
• Work with the business to develop and maintain support policies and procedures.
• Interact with internal customers and external clients to deliver appropriate service levels and prioritize effectively.
• Collaborate with Service Desk Managers in Belfast and Singapore to ensure consistent service quality across all offices.

Role and Key Competencies:

Service Support:

• Manage and plan resources to meet current and future demand, ensuring the service desk runs efficiently and cost-effectively.
• Schedule staff work hours to meet service levels and ensure incidents and requests are documented in the ITSM system (ServiceNow).
• Lead operational staff through technical and managerial support, setting an example of exceptional customer service.
• Investigate and resolve incidents and system/service issues, ensuring the Service Catalogue is accurate and up to date.
• Monitor SLAs, KPIs, and daily operations, implementing corrective actions as needed.

Service Delivery:

• Ensure staff consistently meet or exceed performance expectations, adhering to defined SLAs, standards, and processes.
• Escalate service breaches and investigate availability incidents, implementing remedial actions when necessary.
• Draft and maintain policies, standards, and procedures for the service desk.
• Regularly monitor incident resolution speed and report on improvements.
• Champion ITIL best practices, especially for incident and service request management.
• Offer guidance to management on improving the effectiveness and efficiency of services.

People Management:

• Train, coach, and develop Service Desk Analysts (Level 1/2) and Team Leaders, overseeing their activities and career development.
• Ensure staff undergo regular training and performance appraisals to maintain high levels of customer support.
• Motivate the team and provide mentorship to foster a positive and efficient working environment.
• Obtain and create training materials to improve staff effectiveness.

Risk Management:

• Identify compromised IT systems and take immediate action to minimize damage.
• Escalate issues to senior IT management in a timely manner.
• Investigate security breaches and recommend improvements.
• Ensure unresolved incidents are matched to existing problems or known errors.
• Manage communication and emergency activities related to major incidents and participate in post-incident reviews.

Key Requirements:

Business Competencies:

• Proven experience managing a service desk function successfully.
• Strong leadership skills, with a focus on coaching and delivering by professional example.
• Ability to think critically, analyze situations, solve problems, and lead a team in a shift-based environment.
• Awareness of business-critical incidents and their impact, advising management when additional support is needed.
• Excellent communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• A passion for customer service and the ability to communicate complex technical concepts in business-friendly terms.
• Ability to develop strong relationships across IT teams, fostering knowledge-sharing and collaboration.
• Experience working in a global environment with an appreciation of multiple cultures.
• Highly self-motivated with the ability to manage ambiguity and conflicting priorities.
• Experience managing knowledge repositories and maintaining top-quality solutions and guides.
• Professional attitude in high-pressure situations, delivering excellent customer service even in challenging environments.

Knowledge:

• In-depth understanding of Service Desk operations and IT best practices.
• Broad knowledge of IT concepts and architectures, including practical experience with ITIL management processes.
• Solid understanding of the technologies used by the organization and business practices.
• Comprehensive knowledge of SLAs and KPIs.
• Experience working in complex, high-pressure environments within a 24/7 support structure.

Experience:

• At least 3 years of Service Desk Management experience.
• Proven ability to manage a service desk function and deliver effective performance.
• Strong analytical, reporting, and numeracy skills, with experience in data analysis.
• Experience with ITSM tools such as BMC Helix or similar platforms.
• Experience with Genesys Automatic Call Distribution System or similar tools.

Qualifications:

• Degree qualification preferred.
• Recognized management certification, such as the Service Desk Institute’s "Service Desk Manager" certification, is favorable.