Service Desk Operations Manager

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

**Service Desk Operations Manager**

**Reporting To**: Service Desk Senior Manager

**We are excited to announce that we are growing and as such we have a vacancy for a Service Desk Operations Manager to join our team.**

**We are looking for an operations manager with 2 years’ experience managing dynamic teams. If you enjoy challenging tasks and developing individuals and teams, operating within a high performance culture, then please read further.**

**Job responsibilities**

**Overall Purpose**: The role of Service Desk Operations Manager is to develop, lead and motivate a team of Service Desk agents to deliver excellent technical support with outstanding customer service. They will oversee the day to day operation of the Service Desk working closely with their teams to ensure that they have the resources needed to perform their duties efficiently. Ensure that all incidents and service requests reported are recorded and monitored. Ensure that the Service Desk is meeting its Service Level Agreement (SLA) commitments.

**Key Tasks**:

- Manage a team of Service Desk agents along with your Technical Lead
- Ensure prompt, accurate status and feedback of all incidents and service requests to customers and management.
- Monitor SLA compliance.
- Produce and circulate daily reports/statistics and perform trend analysis to alleviate recurring incidents experienced by customers.
- Ensure that Service Desk Agents have the resources needed to resolve as many incidents and service requests as possible.
- Develop and maintain Service Desk procedures based on ITIL best practices and ensure that procedures are followed.
- Work with Service Desk Senior Management to monitor and evaluate the performance of Service Desk staff.
- Work with Service Desk training to develop training plans for Service Desk agents.
- Ensure correct staffing levels maintained: plan rosters; approve & schedule annual leave; arrange sickness cover and shift breaks.
- Provide leadership, motivation, coaching and development to all team members
- Provide Service Desk back-up in emergency situations, including call taking, absence cover etc.
- Resolve daily issues of a complex scope that impact the team and overall business objectives.
- Maintain a high level of employee morale within the team.
- Undertake new service and/or continuous improvement projects on an on-going basis.
- Adhere to/improve all internal and customer quality standards.
- Cover Service Desk On-Call on a rotation basis.

**Job Requirements**

**Minimum**: IT/Business Degree. Ideally, MCP/CNE & ITIL v3 Foundation. 2 Years people management experience with proven track record of delivering on objectives and focus on customer service.
- Fluent French is an advantage_

**Experience and skills**:
Experience working within a high performance culture

Customer Focused
- You bring a customer-based view to all interactions
- You demonstrate responsiveness, accountability and dependability - in good times and in bad

Technical Skills
- You are a quick learner and find technical queries easy to solve and look for alternative methods of solving issues

Goal Setting
- You support the team to solve problems by creating the right paths to achieve goals, removing obstacles and barriers
- You empower people to make decisions at the level where work is done
- You have high expectations and hold people accountable for results
- You set stretch objectives
- You have a continuous improvement mind set, and dedicate time to improve your work
- Energetic and bias for results based action
- You approach tasks and objectives with a results-focused mindset and see mistakes as opportunities to make things better

Leadership and accountability
- You take personal responsibility to do the right things for the business, your customers and each other.
- You directly observe your team (you “go see” where work happens) and ask knowledgeable questions to drive continuous improvement

Reward and recognize beneficial outcomes
- You value ideas, experimentation and continuous improvement
- You recognize and reward the contributions of individuals and teams

Building the best teams
- You are rigorous in hiring and developing your team
- You provide balanced feedback and coach your people in real-time
- You share resources across teams and leverage team members’ strengths
- You are adept at buying, building, trading or exiting tal