[ref. a44565421] Customer Service Desk Manager

Description

Purpose of the Role:

Managing the joint Health and Social Care 1st line customer service desk. Ensuring initial response and triage of customer requests are quickly and effectively managed.

Duties and Responsibilities:

• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
• Acts as the routine contact point, receiving and handling requests for support.
• Monitors service delivery channels and collects performance data.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
• Ensure the customer service desk analysts are identifying the minimum dataset for requirements and manage the collation of information and communication with customers.
• Responsible for the creation of customer facing support documentation.
• Ensure appropriate cover levels at all times for the Customer Service Desk.
• Foster collaboration and effective communication with other Support Managers to ensure seamless coordination and timely resolution of outages.

Requirements:

• Demonstrable experience of managing a team and Service Desk operation, working within Service/Operational Level Agreements and Availability.
• Strong relationship building, influencing, and negotiating skills.
• Demonstrable document management, training and guidance experience.
• Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand.
• Excellent management knowledge and skills (Example: delegation, influencing, coaching, performance, conflict management).
• Demonstrable strategic thinking.

Skills Required:

• Good documentation skills.
• Excellent relationship & people management skills.
• Strong written & verbal communication and interpersonal skills.
• Good working knowledge of MS Office applications.