Service Desk Operations Manager
The objective of the Service Desk Operations Manager is to provide direction and leadership to the Service Desk teams. Interacting with internal Delivery Centres supporting the client and liaising with the client on a day to day basis to ensure we demonstrate continued growth and improvements. The Operations Manager is accountable to ensure that all staff assigned meet and exceed established performance criteria and deliver consistent productivity and quality of service. Assists in strategy development and facilities operational efficiencies to meet client goals.
Primary responsibilities include:
End to end ownership of services delivered by the Service Desk staff
Responsible for delivery of SLAs and KPIs
Management of resources including utilisation, alignment, recruitment, attrition and sickness
Own delivery of cost and resolution metrics and objectives
Provide guidance and training to Leadership teams
Inputs to Service Desk and client strategy items including improvement initiatives to improve cost position and Customer Experience
Own cost management system
Resolves complex problems pertaining to committed level of support
Conducts Client facing presentations including new business and technical reviews
Drive best practice across Service Desk teams
Input to new business solutions and base growth
Own adherence to compliance and security requirements
Manage a continual succession plan to mitigate risk to service
Prioritise project work streams and actively track performance, including participation in project planning reviews
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