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Service Desk Manager (AS) (3253057409)

Technology 信息技術

IT Auditor


GCSE/Scottish Standard Grades A-Level Postgraduate or above 碩士或以上 Undergraduate or above 學士或以上 Intermediate apprenticeship 學徒

PSW Apprenticeship 學徒 華語工作 Contract 合同制 Full-Time 全職 Internship 實習 Part-Time 兼職


Martley, Worcestershire, United Kingdom

Job Description At Daisy, our Service Desk Team Manager is required to act as the senior responsible manager for delivery of IT support services provided by Technology Services FCO Service Desk and ensure that service levels are achieved and that customer expectations are met or exceeded. Providing leadership to managers, team leaders and support staff, ensuring that the staff are meeting and exceeding expectations in regards to performance, achieving defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service that complies with contractual requirements. In this role you will be doing: · To be accountable for the management of the end to end delivery operations covering the Technology Services FCDO service desk · To manage frontline support in a pro-active manner to ensure all relevant service level agreements (SLA) are achieved for all services · Actively engage with peers to deliver continuous improvement to the way services are monitored and delivered – maintaining and managing plans to continually improve service · Ensure operational effectiveness, including utilization, productivity and capability of resource · Maintain control of costs, deploying appropriate control systems to manage costs and working with the Head of Customer Service to achieve efficiency targets · To implement a learning culture where operational excellence, training and development are continually improving and supporting a multi-skilled approach · To lead, support, develop and assist our people; and to ensure compliance with all relevant policies · To manage individual performance effectively ensuring KPI’s are issued, managed routinely and effectively. With the accolades process utilized and poor performers dealt with via appropriate routes; including ITD · Manage process for communicating outage/emergency activities to the organisation. Manage resolver groups and supplier relationships dependent on daily operational needs. Review survey feedback and customer complaints to improve services, tools and support experience, and develop a customer care philosophy that ensures customer satisfaction · Ensure full compliance with FCDO security policies including legal, regulatory and company requirements · Ensure that the principles listed within the Allvotec company Security Policy Statement document are embedded within the operations of all service desk staff · Carry out any ‘ad hoc’ assignments as and when required · To be compliant with health and safety company policy and legislation Qualifications Previous and relevant experience at senior operations management level Excellent communication across teams and with internal/external senior management Practical experience of managing complex delivery departments across Technology Services in rapidly changing environments The ability to manage in matrix environments and cope with a high degree of organisational complexity Good understanding of ITIL, IT desktop systems and support processes IT industry knowledge – particularly Service Desks and Delivery of Technology Services Experience of Desktop Support and Out-sourced IT Service Delivery experience Good understanding of Information Technology Service Management Systems Awareness of Health and Safety Legislation Commercial and financial awareness Security cleared (DV) Additional Information Why work at Daisy? At Daisy, our values are centred around our people; therefore, we show our appreciation by providing various benefits and rewards to all our employees. Here are just some of the benefits that makes Daisy a great place to work. We all deserve a break In need of a holiday? Starting at 25 days holiday, your allowance increases to up to 30 days for each year you stay with us. BONUS – You can buy extra holidays too. Nothing says happy birthday like a day off – that’s why we give you an extra day to do with what you wish. We LOVE love – so much in fact, that you get ANOTHER paid day to go and get married We care about you and our planet Progress your skills or learn something new with stress-free virtual or classroom learning through Daisy University and Apprenticeship and Talent programmes. Hybrid and remote working, to ensure work WORKS for you. We have our very own in-house wellbeing coach to inspire, engage, guide and support YOU. Employee assistance scheme - here to look after your health, mental health and financial wellbeing. Family-friendly policies, to support our employees when they need it. Our helping hands initiative allows you to take up to three days’ leave each year to carry out VOLUNTEER work. Because your health is our top priority – we offer discounted membership for HEALTH plans Eye Care Scheme – so you can SEE your skill develop with Daisy One-stop SHOPPING discount and savings on more than 1,200 retailers through The Exchange, our online discount platform Career breaks, offering you the opportunity to pursue something you have always dreamed of. Death in Service Insurance, so you know your close ones are protected. As a member of the Disability Confident Scheme, we are pleased to be able to play our part in ensuring that everyone has the opportunity to fulfil their potential and realise their aspirations. Summary Type: Full-time Function: Information Technology