Service Desk Team Manager
hace 1 mes
The Workshop is a technology company that specializes in developing innovative software solutions for the online gaming industry. Our mission is to create cutting-edge technology that empowers our users to achieve their goals.
Job SummaryWe are seeking an experienced Service Desk Team Manager to lead our IT service desk team. The successful candidate will be responsible for managing and developing the team to ensure that they have the necessary skills and knowledge to provide exceptional customer service and support.
Key Responsibilities- Manage and lead the IT service desk team, overseeing rostering, staffing decisions, development plans, and performance feedback.
- Clearly define and communicate job expectations and vision, providing direction and development for direct reports.
- Promote a continuous improvement ethic, work to eliminate bottlenecks, implement feedback loops, and identify opportunities for automation.
- Ensure team documentation and standard operating procedures are up-to-date and fit for purpose.
- Work collaboratively with other technical teams to resolve incidents and problems under tight time constraints.
- Encourage a proactive attitude towards preventing incidents.
- Provide ongoing, timely updates on product and service interruption issues to management and stakeholders.
- Aim to reduce the number of incidents escalated to Subject Matter Experts by improving processes, procedures, knowledge, and skills.
- Investigate underlying causes of real or potential anomalies in IT services.
- Select, develop, and retain a high-performing team while championing a culture of employee engagement within the team and across regions.
- Act as a key point of escalation for any related issues that arise, working with relevant stakeholders where necessary.
- Ensure the service desk team adheres to key performance indicators (KPIs) such as First Contact Resolution (FCR), Response and Resolution Service Level Agreements (SLAs), and ticket quality.
- Significant experience within the IT services sector and leading teams of technical staff.
- Demonstrated capability in staff development.
- Demonstrated customer focus.
- Demonstrated capability in engaging and communicating with senior management stakeholders.
- Demonstrated ability in continuous improvement ideally with previous experience with improvement models such as Lean Six Sigma or Kepner Tregoe.
- Experience with incident, change or problem management processes.
- Business fluency in English.
- ITIL Foundation certification.
- Strong analytical skills.
- Understanding of the impact of technology on the business.
- Basic knowledge of network and server infrastructure.
- Well organized, ability to multitask and prioritize.
- Self-driven, Self-starter.
We offer a competitive salary and benefits package, including private life and health insurance, four weeks per year to work from anywhere for eligible employees, gym reimbursement, company bus lines for convenient transportation, and a relocation package for eligible employees.
We also offer a hybrid working model with flexible hours, three volunteering paid days each year, and a generous referral program.
Our company culture is built on the values of creativity, innovation, and empowerment. We believe in fostering an inclusive and multicultural environment where diversity is celebrated.
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