Service Desk Supervisor (Hybrid) Bristol or Birmingham based

Job Description

Are you an experienced 1st Line Operative or Customer Service Advisor looking to Transition into a Managerial roleGlide Group is growing rapidly; expanding its footprint across the UK and into Europe, building original ways for our customers to connect. We are specialists in delivering market-leading, super-fast broadband and utilities, and provide reliable solutionsfor students, residential developers, and businesses.We are looking for a Service Desk Supervisor 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, to ensure the Service Desk is constantly developing team membersand improving/streamlining process to improve efficiency.Main Responsibilities:

• Support the Service Desk Manager to ensure the Service Desk is providing an exceptional customer experience resulting in customer satisfaction.
• Driving improvements in the end-to-end resolution of incidents within SLA targets through training, and process and systems refinements.
• Ensuring 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.
• To 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.
• Engage with teams and projects beyond the ServiceDesk in order 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 throughproactive measures.
• Oversee and manage the quality and extent of an Internal Knowledgebase, in addition manage the customer-facing online Help & Support content pages.

Personal Skills:

• Passionate about delivering customer excellence
• Ability to work on own initiative
• 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.
• Willingness to go the extra mile and always seek self-improvement
• 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 versa

Qualifications/Technical Skills

• Working understanding of computing capabilities such HTML or JavaScript desirable
• Qualifications - ITIL Foundation

This is a Hybrid role that can be based out of our Bristol or Birmingham offices. If Birmingham based travel to Bristol will be required.

Keyskills :
Service Desk1st LineService Quality