What are we looking for?

Manage service department team members, including customer service interactions, reports, and repairs. Provides the highest level of customer service whilst developing lasting customer relationships.

The Service Desk Manager is responsible for managing the IT Service Desk team which provides front line Incident and Request Management across all IT services.

They are responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction.

The Service Desk Manager is responsible for developing and implementing the strategy, standards, and procedures within the Service Desk.

The post holder is responsible for the Service Desk tool and Knowledge Base. They are responsible for analysing usage of applications, incidents, and requests to identify problems and proactively reduce call volumes.

Is expected to work effectively within a team, working most closely with Service Lead to drive service improvements. The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through email, self-service, and onsite support. 

This role requires the ability to develop effective working relationships with colleagues within and beyond IT, to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

What will you be doing?

• Day to day accountability of the Adare Service Desk, acting as a first point of escalation to the Service Desk Engineers and wider business. 
• Ensure Service Desk incidents/service requests are resolved in line with SLAs or are escalated to Service Delivery Lead where SLAs are at risk of breaching.
• Ensure Service Desk execute all aligned aspects of Starters/Movers/Leavers process, including account management, in line with documented processes and within defined timescales.
• Maintain an appropriate level of Service Desk resourcing/workload/prioritisation to meet the day-to-day business demand and requirements. 
• Provide feedback to the Service Delivery Lead regarding Service Desk Engineers performance.
• Work positively and communicate professionally across teams to make an effective contribution to team tasks and team spirit. 
• Build and maintain strong working relationships with key business users, colleagues, and support bodies to provide a professional customer service approach.
• Ensure that Service Desk tickets are monitored in-line with SLAs and updated efficiently and effectively.
• Proactively communicate with the business to provide updates on outstanding incidents and projects.
• Manage and grow a Knowledge Base.

What's in it for you?

• Competitive salary
• Hybrid working 
• 26 days holiday per year plus Bank Holidays
• Enhanced maternity and paternity schemes
• Sick pay schemes 
• Eye care scheme - free eye tests and discounts on glasses for DSE users
• Electric car scheme 
• Cycle to work scheme
• Free parking on site 
• Free fruit