Service desk manager Work, Jobs in Wellesbourne, War (with Salaries)

Service Desk Manager
wavenet —Shirley
- Full-time
- Management
- Team management
- Travel
Quick apply
5d
Service Delivery Manager - Coventry
Novem IT Limited —Coventry
- £40,000 - £55,000 a year
- Full-time
- Azure
- Management
- IT
- Bereavement leave
- Life insurance
Quick apply
5d
IT Service Manager
XPO Logistics —Crick
- £50,000 - £65,000 a year
- Team management
- IT
- Leadership
Quick apply
2d
IT Support Manager
DCS Group (UK) Ltd —Banbury
- Azure
- SQL
- IT
Quick apply
Technical Services Manager - EUC
The Royal Orthopaedic Hospital NHS Foundation Trust —Birmingham
- £49,387 - £56,515 a year
- Full-time
- Azure
- IT
- Leadership
11d
ICT Support Engineer
Independent Office for Police Conduct —Birmingham
- £34,067 a year
- Hybrid work
- Azure
- Management
- Microsoft Office
- Annual leave
- Employee assistance programme
9d
Service Desk Analyst
TVS Supply Chain Solutions —Birmingham
- Up to £27,000 a year
- Full-time
- Azure
- Customer service
- Microsoft Office
- Free parking
- Annual leave
Quick apply
1d
Principal Applications Trainer
Alliance Medical Ltd —Warwick
- £43,000 a year
- Full-time
- Customer service
- Human resources
- Mentoring
Quick apply
8d
Functional Expert - HR & Payroll - Finance Office - 105901Z26 - Grade 6
University of Birmingham —Birmingham
- £33,002 - £39,906 a year
- Full-time
- Oracle
- Microsoft Office
- Administrative experience
- Annual leave
- Sick pay
1d
App Support Analyst
TVS Supply Chain Solutions —Birmingham
- Full-time
- Hybrid work
- Communication skills
- Free parking
- Health & wellbeing programme
Quick apply
9d
Tech Systems Manager - Customer and Commerce
Gymshark —Solihull
- Hybrid work
- Management
- Leadership
- Employee discount
- Gym membership
Quick apply
Infrastructure and Operations Senior Manager
Artifex Interior Systems Limited —Birmingham
- Full-time
- Management
- Contracts
- IT
Quick apply
1d
EUC Engineer
Zenzero Solutions —Coventry
- Azure
- IT
- Flexible schedule
Regional Support Engineer
RS Group —Nuneaton
- Management
- Customer service
- English
- Annual leave
- Employee assistance programme
Modern Workplace - Digital Experience Lead
NTT Data UK —Birmingham
- Scripting
- Communication skills
IT Audit Manager
Menzies LLP —Birmingham
- Full-time
- Hybrid work
- IT
Senior Network Infrastructure Engineer
The Royal Orthopaedic Hospital NHS Foundation Trust —Birmingham
- £39,959 - £48,117 a year
- Full-time
4d
Senior Network Engineer - Technology CSC - Counter Terrorism Policing HQ
Metropolitan Police —Birmingham
- £52,653 - £61,410 a year
- Full-time
- Hybrid work
- English
- Travel
- Mentoring
- Annual leave
- Work from home
Oracle HCM Consultant
NTT Data UK —Birmingham
- Oracle
- Computer Science
- ERP systems
Senior IT Auditor (Internal)
Menzies LLP —Birmingham
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Oracle

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Service Desk Manager

wavenet -
Shirley

Quick apply

Job details

Full-time
5 days ago

Qualifications

Management
Team management
Leadership
Communication skills

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

service desk manager jobs in wellesbourne, war

Service Desk Manager

Service Delivery Manager - Coventry

IT Service Manager

IT Support Manager

Technical Services Manager - EUC

ICT Support Engineer

Service Desk Analyst

Principal Applications Trainer

Functional Expert - HR & Payroll - Finance Office - 105901Z26 - Grade 6

App Support Analyst

Tech Systems Manager - Customer and Commerce

Infrastructure and Operations Senior Manager

EUC Engineer

Regional Support Engineer

Modern Workplace - Digital Experience Lead

IT Audit Manager

Senior Network Infrastructure Engineer

Senior Network Engineer - Technology CSC - Counter Terrorism Policing HQ

Oracle HCM Consultant

Senior IT Auditor (Internal)

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