Support Desk Delivery Manager
Location: Ringwood, Hampshire, BH24 3FW + hybrid home working.
Salary:?£35 - £45k, DOE + profit share and benefits
Contract: Fulle time, Permanent
Hours:?37.5 hours per week
The Package
- Ongoing training and support
- Company Profit Share (first £3,600 is tax free)
- 22 days annual leave plus bank holidays, increasing with length of service.
- Birthday as additional paid leave.
- Additional paid leave (dependent on company performance).
- Company sick pay policy.
- Pension Scheme.
- Private Medical Insurance including dental.
- Free Parking
- Hybrid Working
- Progression opportunities.
- Fresh fruit, the occasional pizza and a posh coffee machine!
Join us as a Support Desk Delivery Manager
Trusted Technology Partnership is specialist provider of IT Infrastructure and Support Services for over 25 years. Our core services are support desk, on site engineering, project management and delivery, storage and logistics and technical consultancy.
We encourage our colleagues to progress, including into other teams and departments. Join our friendly company with a great team and positive company culture.
We offer hybrid working at home and in our purpose-built office. We are an Employee Ownership Trust, a growing company and a recent winner of the South Coast Tech Awards, Leadership Team of the Year 2023.
The Role
- Responsible for the day to day running of the support desk
- Manage the support desk teams effectively to ensure the delivery of high-quality services
- Be involved in the recruitment, training, and development of service delivery staff.
- Establish and maintain service quality standards, ensuring that all services meet or exceed customer expectations.
- Implement and monitor key performance indicators (KPIs) to measure service quality and efficiency.
- Continuously assess service delivery processes and identify opportunities for improvement.
- Work with the wider support teams to analyse data to identify trends, issues, and areas for improvement.
- Feed into the response and recovery efforts during major service incidents.
- Ensure all relevant quality management system documents, including policies, procedures, and processes, are documented, controlled, and accessible to the appropriate personnel.
The skills you'll need
- Proficient in managing a support desk and consistently meeting or exceeding service level agreements
- Excellent knowledge of ITIL v3 to at least foundation level
- Experience of working within a managed service provider
- Experience in service delivery, service management, or a related area. Demonstrating the ability to improve service processes and customer satisfaction.
- Experience in management roles, including managing teams and overseeing service delivery operations.
- Knowledge of quality management principles and the ability to implement quality assurance processes.
- Excellent written and verbal communication skills, including the ability to convey complex information clearly and concisely.
- Proficiency in data analysis and interpretation to make informed decisions and drive continuous improvement.
Note: This role is subject to a clear standard DBS check being received.
If you feel you have the necessary skills and experience to be successful in this role, click on “APPLY” today, forwarding an up-to-date copy of your CV for consideration in the first instance.
No agencies please.
