Senior Service Desk Manager

Summary of the Job:

The Sr. Service Desk Manager will be responsible for the management of 24 x7 x 365 Retail and B2C focused teams of PMC IT Service Desk analysts based in India and the UK supporting retail and business system applications. This role will be responsible for building a new team of desktop support engineers allowing PMC to extend its retail footprint from the store into head office.The role will be to manage and enhance PMC’s Service Desk services deliveries to both direct and indirect customers, specifically as we grow our partnerships with Independent Software Vendors (ISVs).

Key Responsibilities:

• Management of IT Leads/Manager/Operations and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs.
• Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team
• Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence, training, ticket volume peaks and troughs associated with seasonable ticket volumes.
• Responsible for successfully setting up a technical training function within Managed Services to make sure that all our existing and future team members are trained up to the highest standards to deliver a high-quality service.
• Develop, implement, and manage Service Desk standards and operating procedures ensuring that PMC maintains high standards and delivers services aligned to customer and accreditation requirements.
• Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
• Using a pragmatic approach, further implement important elements of the ITIL framework.
• Perform regular appraisals with your direct reports, setting achievable objectives driving them through to conclusion.
• Maximize the effective use and productivity of resources across all desks by building a multi-skilled resource pool. Effective resources and task management are essential to guarantee support to our clients.
• Report on the Productivity and quality KPIs to Head of Service Desk and Managed Services Director on a daily, weekly and monthly basis as required. Also making sure that the individual KPIs are communicated further to individuals.
• Train, coach and mentor your direct reports and other service desk members including the creation of career development plans.Responsible for empowering your team members aligned to the agreed RACI
• Identify staff that have a high level of capability and drive to nurture their career to progress within PMC’s Managed Services team for the future and as roles become available.Be part of the steering team to build functionality and administer the Service Desk toolset (ITSM) to ensure it meets the requirements of current and future service lines aligned to ITIL methodology.
• Responsible for administrating ITSM and telephony system, adding new users, customers, categories etc.Identify and manage Service Improvement opportunities. Ensure continual service improvement is embedded in the culture and working practices of the Service Desk.
• Drive cross pillar Problem management through RCA, plan and implement Change using a best practice approach reducing incident volumes.
• Contribute to service-related Change Advisory Bureau (CAB) meetings in order to assess and minimize the risk of change prior to implementation and support.
• Work closely with the SDM team contributing to and driving both Continual and Service Improvement Programs.
• Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers directly and/or via the SDM/SDA team.
• Work with the Head of Service Desk to ensure that the Major Incident Management procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures.
• Work with the sales team as required to aid with pre-sales, attending customer meetings supporting the sales cycle.
• Identify and monitor risks, governance and compliance requirements related to the Service Desk environment.Ensure that your teams comply to ISO standards as they are implemented e.g. ISO 27001, 20000, 9001
• Be a component of internal and external incident escalation and drive a high level of focus to restore systems and functionality to an operational status as well as customer satisfaction.
• Periodic visits to the UK may be required as part of the Service Desk management function

Skills & Aptitude:

• Extensive Service Desk Management in a Managed Service environment working to ITIL methodology i.e. a pragmatic approach.
• Excellent organizational skills with the ability to work calmly under pressure, multitask and prioritize. Excellent interpersonal skills and the ability to work both independently and as part of a team
• Excellent written and verbal communication skills including the ability to explain technical information clearly.
• Excellent people management skills.The ability to lead and motivate a highly productive Service Desk team in a pressurised environment. Very strong stakeholder management and communication skills.
• Experience transforming immature service desk functions, to maturity (processes & people).
• Experience driving all parts of service delivery to ensure overall high-quality customer experience.
• Retail/EPOS solutions experience is highly desirable.
• A tenacity to drive Change within an organization to demonstrate improvements identified as part of a Continual / Service Improvement Program. The ability to demonstrate a resilience that enables rapid recovery from difficult situations e.g. less than acceptable delivery of service. Minimum of ITILv3 Foundation qualification.