Service Desk Manager

Overview of the Role:

As our Service Desk Manager you will be a key member of the management team, ensuring efficient day to day running of the business and driving continuous improvement to your team and customers. You will be head of the Service Desk which is made up of a team of 17 engineers, workshop which is made up of 2 engineers and the 3 field engineers. This role is vital in the development of your team, helping them achieve key career milestones and the business in achieving high customer satisfaction. In turn we will fully support your career development within Tailor Made Technologies through experience, training, and mentoring. This role is Monday-Friday based onsite in Whiteley at our head office.

Who are Tailor Made Technologies?

Tailor Made Technologies are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. We are an award winning Managed Service Provider servicing the UK and Europe. At TMT we have a strong team ethos which has enabled us to deliver exceptional service to our clients for over 25 years. When you join us you will be part of our forward thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well. We at Tailor Made Technologies will give you everything you will need to develop your career with us.

Benefits of working for Tailor Made Technologies:

• A competitive salary.
• Training opportunities set out with a clear training structure.
• Progressive working environment with access to voice your opinions to decision makers.
• 25 days holiday plus bank holidays.
• Birthday day.
• Flexi Health plan cover.
• IT Purchasing Scheme.
• Company Pension.
• Free onsite parking and a brilliant breakout room which provides a free breakfast and a pool table

Duties and Responsibilities of our Service Desk Manager:

The day to day of the Service Desk Manager will be making sure we are providing the best customer service whilst making sure we are hitting targets. Some of the tasks include: motivating the team through verbal communication, emails and reports, queue management, supporting the Service Desk and wider team at TMT. You will be creating the rotas for the Field Engineers, checking time sheets, auditing tickets, supporting your team leaders in their and the team’s development, speaking to customers to resolve any queries, monthly one-to-ones, helping recruit for your team, and supporting the whole business.

Your Previous experience:

We are looking for someone who has at least 2 years of Team Leader experience or 1 year of Service Desk Manger Experience.

• An IT background
• Working experience of how an ITIL Service Desk runs
• Managing a team
• Understanding SLA’s
• Queue management experience
• Being the single escalation point for customers
• Experience writing training plans

Essential Skills-

• Good people management skills
• Proactive approach
• Approachable
• Great communication skills
• Used to working in a managed Service Desk environment
• Strong prioritisation skills
• Ability to manage multiple urgent matters