Job Description
Purpose of the role
This role provides leadership to a team of Service Desk professionals, responsible for handing contact from customer end-users, and partners and suppliers across multiple channels Including telephone, email, and online portal. The post holder is responsible for ensuring that adequate resources, consistency, and quality are maintained and that contracted service level agreements are met.
Leading a team compromising of Service Desk Analysts, Seniors, Specialists and Team Leaders, this requires an experienced leader who can set the direction of a large team, working to deliver service Improvement within their own operation, and alongside the wider service function. This role requires the ability to develop effective working relationships with key stakeholders within and beyond Service, and to ensure that a consistent, high-quality service is delivered by the Service Desk - a community of experience focused people, on a journey of service and self-development.
What you will be doing
1. To lead and develop a team of Analysts, Seniors, Specialists and Team Leaders in their endeavours to deliver efficient, and successful Service Desk operations to customers.
2. Driving performance within case and task management, contact management to meet principles outlined with the businesses Incident Management and Request Fulfilment processes. Wider support of associated processes such as change, problem and major incidents and how they interact will be important too.
3. Build a culture that is Inclusive, promoting opportunities for self-development, identifying, and celebrating successes and driving people to believe in the art of exceptional Interactions and experiences.
4. Develop and maintain good working relationships with key stakeholders to identify and streamline processes across teams to improve efficiency, through owned projects and initiatives.
5. Coordinating activities to transition customers, products and services into existing, and new Service Desk Operations ensuring high standards are service, and governance against core process are maintained.
6. Assess and plan development of Service Desk capabilities to ensure appropriate skills are maintained and enhanced in line with the organisation’s roadmaps for current and future success.
7. As an ambassador for the Service Desk, you will promote opportunities, key successes, and deliver insight on Service Improvement opportunities directly to the Head of Service Desks and Customer Services Director.
Qualifications
What you need to have done already
8. Previous experience managing within one or more IT or telecommunications Service Desks with accountability for overall performance of the team with primary responsibility for Incident, and Request.
9. Demonstrable capability to manage multiple workstreams; applying different skills to prioritise workloads, set expectations and influence others to support aggressive timescales where needed.
10. Operated in a capacity that highlights a strength to lead, and not just manage. Forming relationships and using strong people skills to set targets, and drive against them.
11. Contributed, or led on initiatives that aim to deliver service improvement within an operation of function.
12. Carried out investigative or exploratory activities to understand performance or productivity of a team or function. Delivered findings or used Information to apply or consider Improvement plans or demonstrate a necessary change, or changes in how they operate.
Skills you will need to excel
13. Strong leadership, whilst influencing; forming strong working relationships and seeing the value of people within the operation is critical to success.
14. Highly formed communication skills that demonstrate an ability to Investigate and interrogate situations as well as articulate clear and well-structured information that can be understood and acknowledged across various teams and departments.
15. An affinity for being prepared, and organised; ready to deliver and take control of situations with confidence when required.
16. The ability to delegate will be essential to hold a strong understanding of the skills within the team and use them to best effect. Driving others to hold accountability and achieve outcomes is critical to success.
17. A contagious positive attitude that can drive others to maintain or improve their own mindset, even in challenging times.
18. Data insight and interpretation skills
Additional Information
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
19. Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
20. Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
21. Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.