Service Desk Manager

Job Description

Role: Service Desk Manager

Reporting to: COO

Location: Stevenage

The Service Desk Manager will manage the day-to-day operation of the support department and be responsible for developing and implementing the client service strategy. They will provide guidance, instruction and direction to the other members of the support team to ensure targets and milestones are met. The ideal candidate will be people orientated and ambitious, confident in working alone and as a leader of a team on multiple and varied projects. They will need a good technical understanding of software as a service based product. The Service Desk Manager will be analytical, be able to confidently report findings and provide and implement recommendations for improving the client experience.

Responsibilities and duties

Key accountabilities and responsibilities

  • Lead the Support/Service Desk function with a strong focus on delivering excellence.
  • Develop and implement the client service strategy and proactively suggest ways to continually improve processes, service, operations and results in the support department. Lead on any corrective actions required.
  • Escalation point for clients for complex issues and conflict resolution when required.
  • Ensure the support team has access to relevant knowledge, training and resources to provide excellent service levels and consistently meet client’s SLAs.
  • Implement metrics for client support and work to improve the existing processes.
  • Regular and ongoing analysis and reporting of service delivery and recommendations for improvement – reporting into Chief Operating Officer and Executive Team.
  • Manage the quality of the output from the support team - introduction of KPI’s and new processes to ensure the department is operating as efficiently as possible.
  • Continuous monitoring and reporting of client’s KPIs and SLAs etc.
  • Weekly calls with clients to discuss tickets and priorities.
  • Identification of training needs, and provision of formal and ad-hoc training to Vibe customers, both online and in person at customer sites in the UK and abroad.
  • Testing and demonstration of any defect fixes to clients.
  • Regular housekeeping of finished tasks that need testing or UAT.
  • Where relevant and possible, ensuring documentation is proactively managed, maintained and reviewed to accurately reflect current best practice in terms of technical and client knowledge.

People Management

  • Responsible and accountable for the daily operational running of the Support/Service Desk team (currently a team of six).
  • Be a mentor and escalation point for the support team.
  • Manage performance of the support team via the use of appraisals, objective setting, training and development. Ability to lead, manage and motivate the team in order to deliver outstanding service to Vibe’s clients.
  • Recruitment of individuals and responsibility for ensuring new employees fully understand the requirements of the role, and receive the necessary training and support during induction and beyond.
  • Ensure effective communications between various internal departments to meet client/project deadlines and ensure issues are resolved in a timely manner.

Other responsibilities

  • Representation of support team matters to Senior Management and downward dissemination of corporate comms, strategy etc.
  • Be available to all team members companywide for advice and guidance.
  • Live and breathe the company values while ensuring leadership standards are understood at all levels.

Interested in joining our team?

To apply, please send your CV and a covering letter, clearly stating how your skills and experience meet the requirements of the role, to

We encourage you to submit your application at your earliest convenience as we will be reviewing applications as they are received.

Vibe Systems is proud to be an equal opportunity employer and our commitment to this extends to all aspects of the working relationship right from recruitment and selection through to termination of employment. All qualified applicants will be considered for employment without regard to race, colour or nationality, ethnic or national origins, sex, gender reassignment sexual orientation, marital or civil partner status, pregnancy or maternity, disability, religion or belief, age or any other ground on which it is or becomes unlawful to discriminate under the laws of England and Wales.

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