It support Work, Jobs in Cannock (with Salaries)

Service Desk Manager
wavenet —Shirley
- Full-time
- Team management
- Travel
- Training & development
Quick apply
14d
Implementation Service Lead
Voyage Care —Lichfield
- £38,230 a year
- Full-time
- Hybrid work
- Travel
- Agile
- IT
Property Operations Lead - Helpdesk Delivery (Team Leader)
Poundland —Walsall
- Team management
- Organisational skills
- Budgeting
- Free parking
- Employee discount
13d
Product Application Support Specialist
Corpay —Meriden
- Full-time
- Analysis skills
- Agile
- Communication skills
- Life insurance
Technical Support Engineer
Rexroth —Birmingham
- Full-time
- Computer literacy
- Engineering
- Employee discount
Quick apply
Legal Engineer
Gowling WLG —Birmingham
- Full-time
- Hybrid work
- Computer literacy
- Analysis skills
- Communication skills
- Annual leave
Senior Systems Engineer, User Support
Arch Capital Group Ltd. —Birmingham
- Full-time
- Scripting
- Leadership
- Communication skills
SAP Trainer
Select Engineering —Birmingham
- £39.90 an hour
- Call to connect
- Training & development
Senior Systems Administrator (RevTech) - UK Remote
Everway —Birmingham
- Remote
- Salesforce
- Flexible schedule
Quick apply
11d
OpenShift Support Consultant
Version 1 —Birmingham
- Full-time
- Hybrid work
- Communication skills
- Life insurance
Quick apply
Senior Technical Support Engineer
Rexroth —Birmingham
- Full-time
- Computer literacy
- Engineering
- Mentoring
- Employee discount
Quick apply
FDS Installation Engineer
Cyncly —Ashby-De-La-Zouch
- Full-time
- Travel
Senior Technical Training Advisor
Carrier —Telford
- £34,500 - £69,500 a year
- Full-time
- Computer literacy
- Presentation skills
- Computer skills
- Life insurance
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Impulse Embedded —Newcastle-under-Lyme
Power Academy Trainer for HV and LV Systems
Schneider Electric —Telford
- Full-time
- Hybrid work
- Bachelor's degree
- Travel
- Training & development
- Annual leave
- Life insurance

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Service Desk Manager

wavenet -
Shirley

Quick apply

Job details

Full-time
14 days ago

Qualifications

Stakeholder collaboration
Client engagement
IT team management
Incident queue management
IT service management
Ticket management
Shift management
Complaint handling
Performance management
Team management
Employee performance appraisals
Customer interaction
Training & development
Information technology team management
Leadership
Communication skills
Help desk
Rota coordination

Full job description

Company Description

Wavenet is a prominent technology and communications provider. Committed to innovation and
reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital
age. Their comprehensive services include cloud solutions, communications systems, connectivity,
cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors’ solutions to
meet individual needs, prioritizing customer satisfaction and exceptional experiences. Their values
of innovation, trust, collaboration, and community engagement underpin their mission to be a
leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital
landscape.

Job Description

The Service Desk Manager role in Wavenet holds the responsibility for managing a team of support
engineers, ensuring that SLA’s are hit, tickets are managed to recognised quality standards and clients
are satisfied with the level of service delivered. A critical aspect of the role is managing the team via
dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a
line management role, you will be expected to approve holidays, deliver appraisals, manage
grievance and performance management processes and act as a leader for your direct reports. It is
expected that you will work alongside other service desk managers.
You are comfortable in a client facing role, where issues are escalated, you will be capable of
reaching out to clients, understanding their concerns, establishing and agreeing a plan of action to
address their concerns, where additional support is required, you will work with other services
managers in order to procure the correct level/type of skills.
This role requires an individual with strong leadership skills looking to ensure that the organisation
provides the exceptional service that is required. Any experience of delivery processes is also
beneficial due to the variety of work that can occur within the support division of the business.
The responsibilities fall into the following areas;

Monitoring Service Desk Performance – Monitoring the work flow and using the
helpdesk systems to extract performance information to validation SLA’s are being met,
such that the Service Desk Team are effective and efficient in their activities. Monitor
call effectiveness through reviewing reporting information provided by the phone
system and reviewing how calls are handled by team members. Lead the individuals
within the team to ensure we deliver the expected level of service to our customer
base.

People Management – As a line manager you will be expected to process holiday
requests, return to work interviews, absence management, appraisals, grievance and
disciplinary procedures, conduct interviews and the on boarding of new staff members
into your team. A key aspect of the role is ensuring that you understand the skills within
your team and any training requirements needed to ensure team members are capable
of fulfilling there role. As a line manager you should have an understanding of the
career ambitions of members of your team be able to article the organisational
framework and roles within the business.

Problem Management – Where issues are escalated, the Service Desk Manager will
be that initial point of escalation for the client. They will need to ensure all facts are
gathered and appropriate responses are given the to client. The Service Desk Manager
have the ability to escalate further up the management chain if required but should be
aiming to resolve all escalated issues at their level.

Leadership Collaboration – To ensure vital success of your service desk,
collaboration with your service desks technical lead and service support lead will be
required. Aligning visions and maintaining communication with these key roles to
address challenges and meet targets consistently

Technical Support – Where appropriate provide technical support to the team,
where the Service Desk Manager possess the relevant technical skills to do so

Prioritise Tasks – A key part of the role as Manager would be to ensure that all the
work is suitably prioritised and given the required level of attention.

Manage Shifts – The Service Desk Manager will be responsible for managing the
teams and their shift patterns within the sites to ensure that the business is fully
covered at all working hours.

Qualifications

Essential & demonstrable
Extensive experience within a Service Desk environment.
Experience of managing a team.
Experience of working to SLA & KPI measures.

Additional Information

Passionate about client success
Proven ability to be seen as a trusted advisor
Able to manage multiple priorities to achieve (exceed!) targets
Passionate about technology & how it benefits businesses
Process driven and organised / attention to detail
Professional and high energy
Strong presentation and interpersonal skills
Outstanding communication skills, both spoken and written
Willing to travel in the UK as needed
Proactive, can-do attitude

Quick apply

Refine Your Search

it support jobs in cannock

Service Desk Manager

Implementation Service Lead

Property Operations Lead - Helpdesk Delivery (Team Leader)

Product Application Support Specialist

Technical Support Engineer

Legal Engineer

Senior Systems Engineer, User Support

SAP Trainer

Senior Systems Administrator (RevTech) - UK Remote

OpenShift Support Consultant

Senior Technical Support Engineer

FDS Installation Engineer

Senior Technical Training Advisor

Why Work With Us

Power Academy Trainer for HV and LV Systems

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