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Job Location | Peterborough |
Education | Not Mentioned |
Salary | £37,500 - £43,500 per annum |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent, full-time |
Call Centre Manager/ Service Desk Manager - IT Services A fantastic opportunity has arisen for an experienced Call Centre Manager with good experience of managing large teams and multiple departments or a Service Desk Manager with a strong background in service desk management managing not only analysts but team leaders to join dynamic, fast growing blue chip organisation.As a Call Centre Manager/ Service Desk Manager you will be ideally ITIL qualified and have strong man management experience and be able to hit the ground running.The role will be remote working initially due to COVID 19 however applicants will be expected to attend site in Peterborough when restrictions are lifted. As a Call Centre Manager/ Service Desk Manager you will be responsible for Management and leadership of all aligned Service Desk Team Leaders - 121s, PMPs, ad hoc support and guidance, coworker developmentUndertaking regular and routine strategic planning sessions with aligned Team Leaders and teams to understand requirements and capabilities to deliver contractual SLAs. Present requirements to management for reviewEnablement of Team Leaders to undertake their role successfully and ensure their teams can deliver against customer SLAsEnsure rota management and resourcing is fit for purposeDrive all aligned Service Desk teams towards proactive incident, request and queue management on a 24/7 basisProvide a senior level escalation point for aligned customers and internal managementPlay an active role in the escalations and complaints process to ensure the Service Desk always provides a swift and highly effective resolution of issues across aligned Service Desk sub teams and wider teams when requiredIdentify service improvement areas across the Service DeskEnsure SI initiatives are identified and logged with the SI teamWork collaboratively and responsively with the Service Improvement Team to drive continual service improvement across the Service Desk. Actively participate in SI initiatives and ensure aligned teams do the sameContactable and diligent outside of core working hours for Team Leader support and guidanceCarry out ad hoc project work for ManagementBe responsive to and assist SDMs with service improvement requirements (customer onsite facing meetings may be required from time to time)Work consistently an collaboratively with counterpart Service Desk Managers to drive consistent quality across the Service DeskDrive professionalism across the Service Desk at all timesProduce and deliver KPIs for aligned teams As a Call Centre/ Service Desk Manager you will have the following knowledge and experienceExperience of Call Centre or Service Desk Management for min 3-5 years preferably within an MSPA strong understanding of IT Service Desk / Call centre principals is keyProven people management and leadership skillsAs a Call Centre Manager/ Service Desk Manager you will be a highly motivated self-starter with ability to work with all hierarchical levels*Passionate about what you do and making a difference*Exceptional problem solving skills with an ability to multitask and manage multiplework streams and problems simultaneously *Demonstrate a positive, proactive, results driven approach*An enthusiastic individual with a passion to lead, develop and contribute *Able to demonstrate adaptability in response to changing needs and priorities *Tolerant and dependable under pressure. Able to work to deadlines.*Have a professional can do attitude and approachSo if you are an experienced Call Centre Manager or Service Desk Manager looking for your next career move please apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Agency in relation to this vacancy.