Job Summary

Service Desk manager - L3

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Key Responsibilities

Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%) •    Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%) •    Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%) •    Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%) •    Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%) Operational Management Manage the day to day operational activities, ensuring the teams respond to business partners queries and requests in- line with agreed deliverables.  People Leadership Inspire, motivate, and effectively lead teams using appropriate management strategies.  Service Delivery Effectively champion, ambassador and drive through quality service delivery by managing to agreed service levels, targets and KPIs, wherever possible striving to add value.  Service Excellence - Keep service levels, targets and KPI agreements live and organic to reflect business driven changes. Ensure Service Delivery is regularly reviewed with identified stake- holders and that CSI opportunities are formally captured.  Relationship Management - Effectively improve, develop, and manage the relationships held with third parties, clients, and internal departments, ensuring all touch- points perceive the Service Desk and TSS to be the benchmark for Excellence.  Problem Management Representing your respective business partners, champion and when required assist in our groups PM/ CSI efforts.  Problem Ownership Where necessary assume initial ownership of issues affecting our normal service delivery, albeit those occurring within or outside of normal business hours including those related to Disaster Recovery, Business as Usual, Business Recovery, and Business Critical Applications.  Process Engineering - Provide technical and process expertise and guidance to all team members, where necessary assisting in the creation and implementation of supporting policies and procedures. Maintain standards.  Project Management Ensure that any project activity either led by or involving Service Desk/ TSS is effectively delivered in accordance with the agreed deliverables.  Continual Service Improvements Champion change, overcome obstacles and define solutions by promoting the CSI framework across the Service Desk.  Strategy - Make effective contributions to our Service Desk strategy k eeping abreast of current developments and trends in Technology through networking, continuing education, and industry/ technology publ

Skill Requirements

•    Ensure all Service Desk documentation and procedures are observed, consistent, up- to- date, and relevant. 

•    Partner to successfully deputize in the absence of peers. 

•    Represent the Technology Service Desk a t meetings and/ or planning sessions. 

•    Where necessary investigate any complaints ensuring they are satisfactorily resolved and long- term corrective action/ prevention has taken place. 

•    Exercise and demonstrate effective management of costs and when requested assist with related activities such as budget planning.

Other Requirements

Excellent communication & client stakeholder management skills.