Service Desk Lead a Birmingham, Regno Unito

Accountable for the performance and effectiveness of Field Support services within the UK region. This includes the Field Force Help Desk/ Incident Management, NPS Management and Knowledge Management.

  • Ensuring the Field Support functions and processes are effectively operated by business’s technology suppliers and vendors.
  • Responsible for establishing and maintaining process improvements, automation, self-service functionality, learning opportunities, eliminating waste, ticket avoidance / reduction / elimination and root cause analysis.
  • You'll effectively measure the utility of your services in terms of business value. Also, measure and understand the impact of any deficiencies in the service in terms of business outcomes and ensure that such deficiencies are addressed immediately.

Roles and Responsibilities:

  • (Including but not limited to): Accountability for delivery of all services within the Field Force Help Desk portfolio, and maintaining the operational availability and performance to the defined service levels.
  • Actively manage the performance of services by identifying any underlying risks, overseeing changes, and driving service improvements by analyzing KPIs and SLA performance / adherence
  • Manage approximately (15 - 20) resources (Internal and external resources including contractors, consultants and leaders from strategic outsource partners.)
  • Accountable for delivery of service to 3000+ users.
  • Ensure that the IS delivery organization operates in a safe manner, with Client’s safety culture embedded throughout, including third party consultants and subcontractors.
  • Maintain and improve a culture that ensures absolute affinity with Clientt’s business and mission, excellence in service, and continuously drives to improve personal and organizational performance.
  • Accountability for Improving and controlling the customer's experience.
  • Ensure the focus is on driving the behaviour to address, resolve and close tickets as fast as possible with quality service
  • Conducts post implementation reviews of information and communications technology applications and products introduced in pursuit of the strategy, to assess the extent to which expected business benefits were realized.
  • Set direction, and take responsibility for operational delivery of IS services from Client’s own staff and from the outsourced ecosystem, including frameworks for service standards and operational agreements.
  • Ensure that Field Force Help Desk services are continuously improving to meet the requirements of the Client business.
  • Benchmark, analyze, report on, and set improvement priorities for areas within the service portfolio.
  • Ensure IS delivery complies with all relevant laws, regulations and best practice
  • Lead review meetings with suppliers and meet customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained.
  • Ensure a consistent and quality approach to staffing, including recruitment, supervision, scheduling, development, evaluation and improvement actions
  • Ensure the IS Incident management functions properly to ensure that service resolutions are timely and all operational support teams, Client and suppliers, are working as a team irrespective of the operational or contractual boundaries.
  • Be an escalation point in the event of major incidents to improve the time to service restoration.
  • Maintain an operational KPI dashboard, identifying potential underlying service impact trends and/or issues and identifying correlation between sets of data.
  • Remains up-to-date and knowledgeable to industry trends and emerging technologies in anticipation of new business process.

Experience Required:

  • Good Service Desk or Field Service Desk Experience of over 10 years and above.
  • Excellent and demonstrated People management and Operations skills.
  • Excellent Reporting Skills. Should be well versed with operational and management level dashboards.
  • Experience in using active directory, making technical config changes on backend systems without disruption.
  • Knowledge on basic network troubleshooting, Office troubleshooting, OS troubleshooting and Hardware troubleshooting.
  • Knowledge of hand held devices will be an added advantage.
  • Experience in use of IT Service Desk telephony solutions. (Avaya / CISCO).
  • Experience in using IT systems and relevant software to log incidents raised. Problem solving skills. Experience in Service Now Ticketing tool is an added advantage.
  • Analytical skills to identify trends in issues reported and identify areas for improvements.
  • Experience of the concepts, objectives and life-cycle of Knowledge Management activities.
  • Knowledge of ITIL governance and control processes and procedures. (ITIL foundation certification preferable).
  • Flexible, adaptable and able to learn new concepts quickly.
  • Excellent communication and collaboration skills, Strong analytical skills.
  • Strong focus on detail, documentation development and quality assurance.

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