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Service Desk Manager

Job Summary

This role is for a Service Desk Manager who can oversee the UK Customer Support Service.
You will join a well-established organisation that is passionate about ensuring our solutions are the
best on the market, the driving force behind the powerful technology that maximises our customers

The successful applicant will be a results driven Service Desk Manager with proven experience of
service delivery within the terms of Customer SLA’s & managing and Service desk engineers.
You will be responsible for managing a team of service desk engineers who provide quality support
to our customer base. You will ensure that excellent levels of technical support and customer
service are provided across the organisation and measure relevant SLA's and KPI's.
As part of a team with wide a range of responsibilities and skill levels, you will be exposed to
several technologies and processes. The Service Desk Manager will work across 1st line interaction
with customers managing service requests and incidents through to 3rd line resolution of complex

We are looking for a Service Desk Manager who will:


  • Successfully managing and lead the service desk team, instilling a customer service culture that over delivers
  • Effectively managing and developing staff, engineers and subcontractors including conduct, performance, attendance, and capability
  •  Supporting the Service Delivery Director in establishing and maintaining an organised, structured, and well-managed working environment
  •  Delegating tickets to relevant team members and other teams, ensuring tickets are worked efficiently within the agreed timeframe
  • Ensuring the service desk phone line is always resourced and calls are answered promptly
  • Fostering client relationships and develop a culture of trust with our clients
  • Liaise with the wider team to ensure resources are allocated appropriately and are in line with customer needs
  • Drive the service desk team and instil a customer service culture that over delivers
  • Oversee the prompt completion of breached SLA tickets
  • Track problem ticket resolution metrics against SLAs.
  • Review all customer complaints, rectify issues, and liaise with appropriate departments to provide effective solutions
  • Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective
  • Identify issues and make recommendations that will improve our procedures and collaboration with other teams
  • Develop and maintain knowledge of customer and customer specific business environment
  • Performs follow up on incidents with users to ensure customer satisfaction
  • Be a bridge between customers and the internal technical teams
  • Identify client growth opportunities and pass these backs to sales
  • Report on client performance, KPI / usage / bottlenecks
  • You will be driven to perfect the customer journey and you will have responsibility for establishing customer experience mapping and building out the processes that will enable continuous improvement.
  • There will be significant autonomy and ability to influence at all levels. You will be working directly
    with all levels of management from CEO to line managers.

    Essential Requirements
  •  A great manner and a drive to help push the company forward
  • Excellent communication skills are essential for this role
  • Previous experience of working for a Managed Service Provider is essential
  • Qualifications such as ITIL are desirable
  • Experience of managing and growing a team within a customer services business by motivating effectively
  • Friendly, open, and honest
  • Supportive, customer focused
  • Challenging beyond the customer services team to obtain the right outcomes for clients
  • You will collaborate closely with both the sales and Professional Services teams to execute any opportunities for continual improvement
  • Experience of typical incident and major incident management processes, including experience of acting as the main point of contact for senior stakeholders during major incidents
  • Strong influencing and communication skills and an aptitude for attention to detail and the ability to maintain effective control over many tasks in parallel

    Organisational Relationships
  • Reports to the Service Delivery Director

    Work Environment
  • The work location is flexible with the current COVID-19 pandemic but there will be an expectation for visits to be made to our offices in Richmond when required


      Why work at Doherty

  • Competitive salary plus performance related bonus
  • Hybrid working (mix of working from home / Richmond office)
  • Wide range of Company benefits
  • Pension scheme
  • 30 days holidays (including bank holidays) plus more for length of service
  • Day off on your birthday
  • Award winning technical team
  • Study leave for exams and incentive
  • Company funded technical training





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