Service Desk Supervisor

Job Description

Job descriptionDo you have supervising experience Are you working within the Service Desk and looking for a promotion Do you want to work for a leading managed service providerAs Service Desk Supervisor you will work to support the Service Desk Manager in line managing the 1st Line Team. You will act as a point of escalation from the customer and team members, ensure the Service Desk is constantly developing team members and improve/streamlineprocess to improve efficiency.About the RoleMain Responsibilities Support the Service Desk Manager to ensure the Service Desk is providing an exceptional customer experience resulting in customer satisfaction Drive improvements in the end-to-end resolution of incidents within SLA targets training, and process and systems refinements Ensure team members are highly trained and capable of supporting the many different user and backend platforms, to drive efficiency and productivity of the Service Desk Team to enable us to meet our internal KPIs Ensure the teams upskilling is always proportional to the realistic associated additional workload and protect them where necessary from being overloaded Promote an approach to the workload that allows for Systems Thinking, empowers individuals and always considers the customer perspective Ensure any changes and improvements are led by real-world input from the team and customers Oversee and manage the quality and extent of an internal knowledgebase, in addition manage the customer facing online Help & Support content pages Engage with teams and projects beyond the ServiceDesk to contribute to improvements in the customer journey and general inter-team processes, with an ultimate focus on improving Incident generation and resolution and reducing customer contact through proactivemeasures.About YouKnowledge and Experience Working understanding of computing capabilities such HTMS or JavaScript desirable Qualifications - ITIL Foundation Passionate about delivering customer excellence Ability to build and maintain excellent customer relationships. Excellent people manager who can direct, lead, and motivate the team to deliver customer excellence. Understanding and experience of Service Desk processes and environment Excellent communication skills (written and oral) at all levels Ability to work in a high-pressured environment Ability to drive through change Innovative in respect of service quality and ways in which it can be improved. Understanding of ITIL, Problem and Change Management processes Strong planning and organisation skills. Problem solving, ability to quickly acquire knowledge in new technologies, process improvement mind-set Reasonable technical understanding and an ability to translate technical solutions and problems into easily understood concepts and vice versaAbout UsGlide started life as separate businesses delivering broadband, utilities and communications services to different markets across the UK. For decades, we have been known for delivering exceptional connectivity and original solutions to the best universitiesand biggest businesses in the country.The Glide group is growing quickly, expanding our footprint across the UK and into Europe, and building original ways for our customers to connect. We want people with conviction and confidence to take cutting edge products with enormous potential from ourdemo room to the feature-rich properties of the future.We are specialists in delivering market-leading, super-fast and reliable Wi-Fi and technical solutions for students, residential developers, and businesses, the three sectors we know inside out. Glide is more than the sum of its parts. We are a big groupwith the energy and ingenuity of a small business.BenefitsWe believe in our people - they are what makes Glide the best place to work. That is why we offer extensive benefits: 25 days holiday (and Bank Holidays). Plus, an extra day off for your birthday. Pension Contributions. Private Medical Insurance is available for every employee. Life Insurance cover. Discounted Gym membership for employees in the Clevedon and Stoneleigh offices. Cycle to Work scheme will be in place by August 2021. Opportunities to progress within the business. Long Service rewards: each 5 years there is a bonus. A generous employee referral bonus. Regular social events throughout the year, including Summer BBQs, Away Days, and a truly epic Christmas Party. At Glide, staff are genuinely recognised for their hard work and contributions, and these are celebrated with monthly Golden Awards, End of Year Awards, and other awards throughout the year.