Global Technical Service Desk Manager

Role Purpose

Our client is the leading Ka-band high throughput satellite capacity partner to the communications industry in EMEA. Their mission is to provide mission-critical satellite capacity to defence and communications industry customers.

As the Global Technical Service Desk Manager, you will lead our clients Technical Service Desk team based across multiple locations with their central Technical Service Desk located in Goonhilly, United Kingdom. You will be responsible for managing daily operations, ensuring the efficient and effective delivery of support services to their customers globally.

This role is accountable for providing a single point of contact for their customers, the continual monitoring of live services and the recording and management of all customer facing tickets related to defects, incidents, queries, and requests through the application and ownership of the case management process.

You will be responsible for managing the Technical Service Desk leads and their teams globally.

Key Accountabilities & Responsibilities

• In collaboration with other key stakeholders, responsible for defining and maintaining the Technical Service Desk policies, processes, and procedures.
• Design, drive and implement the Technical Service Desk management information reporting, including a consolidated view of all Technical Service Desk performance, health, and risks.
• In collaboration with the wider teams, responsible for defining processes to support the on-boarding and adoption of new customers and services.
• Represent the Technical Service Desk in the major incident management process ensuring all customer communications are issued as per agreed process and SLA's. Participate in major incident reviews and post incident reviews, as required.
• Accountable for effective triage and escalation of incidents, as per agreed process.
• Fulfil line management and supervision responsibilities, including mentoring team members, performing performance appraisals, and ensuring career development and succession plans are in place. This includes ongoing training and development.

Skills & Qualifications

• Demonstrable experience of the telecommunication and/or IT services sector.
• Managed support teams previously and can demonstrate initiatives implemented that have resulted in improved results (KPIs, SLA's etc).
• ITIL certified.
• Experience in executing process development and change.
• Demonstrate a passion for customer services with a focus on delivering an innovative and outstanding customer experience.
• Ability to take ownership of escalations, problems, and requests as well as the ability to work in a pressurised environment.
• Must have strong knowledge and understanding of Technical Service Desk metrics & reporting.
• Experience of managing continual process improvement for the Service Desk function and implementing process improvements.

Benefits

• A Competitive Salary, pension scheme, and life assurance & private medical insurance
• A generous and highly achievable bonus scheme - paid annually based on individual and company performance against targets
• Along with 25 Days Annual Leave (excluding bank holidays) plus an Additional Day on us for your Birthday
• Buy or sell up to 3 holiday days per annum
• Free access to the Employee Assistance Programme