Service Desk Manager

Key Information

Location:

Workplace Type

Experience

Key industry –

Freespace Overview :

Our purpose is to organize the world’s workspaces to make them as hybrid-ready and efficient as possible. We operate in over 150+ cities globally, and our workplace solutions enable organizations to optimize their real estate, facilitate hybrid-working that engages employees, create safe and hygienic environments, inform office design and the drive to net zero.

We recognise the lack of human-centric intelligence around the use of workspaces has created a disconnect, between individual employees, their organisational culture and their workspace. This coupled with the switch to hybrid working has left many organisations with too much space and the wrong space types. Our mission is ‘to empower the world’s largest businesses to achieve more, by reconnecting people, workspaces and activity’.

Overview of Role

The Service Desk Manager is responsible for managing day to day operations of the Service Desk for a SaaS based application and sensor hardware support, being the face of customer support and delivering, through a team of professionals, a proactive and exceptional service to Freespace customers around the world.

We are looking for someone who is well familiar with the startup environment and has grown in terms of career growth through the ladders of this environment by playing multiple roles. The role is designed for someone who does not bother getting involved hands-on in fixing problems, client concerns, and make customer experience as a priority to address. We are looking for a SDM who will join our journey to elevate the customer service team to an enterprise level service experience.

Key Performance Indicators

Manpower planning, resourcing and allocation

Customer issues resolution times

Customer satisfaction levels

Team leadership and engagement

Key Areas of Responsibility:

1.   Plan and review shift staffing to ensure the right level of experience, skill and resource is in place to meet customer needs each day.

2.   Address SLA areas of concern while evaluating IT service requests approaching or exceeding their SLAs an adjust staff priorities accordingly.

3.   Assign staff for in-flight work ensuring any requests in progress during a shift hand-off are assigned to a receiving agent and a transition is conducted from the agent leaving their shift.

4.   Review operational metrics and note and act upon areas for attention.

5.   Follow up on customer-satisfaction issues and user-feedback responses.

6.   Monitor incoming service-desk tickets to understand broad trends and identify dependencies that individual agents can’t see when working on an individual ticket.

7.   Act as the escalation point for any incidents, service requests, or issues.

8.   Review ongoing major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.

9.   Build a high-performance culture focused on achieving service excellence in line with our Customer Operations vision.

10. Ensure that standards of service are met, and business strategy is implemented to deliver against the metrics (including KPIs such as devices which have failed to update, signage screen outages).

11. Drive down customer complaints and repeat contacts through effective processes and understanding of client businesses.

12. Ensure any customer complaints received are owned by the first point of contact, resolved quickly and to the satisfaction of customers and within KPI targets. Feed insights of drivers and causes of complaints within the wider team.

13. Develop and maintain a strong understanding of Freespace products and solutions and instil this knowledge across the team.

14. Provide strong leadership and direction to the team.

15. Mentor and coach employees in the areas of customer-service and technical skills.

16. Recruit, induct, lead and develop team members, setting clear objectives and targets to high performing team that consistently delivers an excellent customer experience with every interaction

17. Manage team level attrition and absence rates to ensure these operate within Company policies, whilst providing 1-1 support for staff

18. Ensure the team understands and adheres to the company and department standards, policies and procedures

19. Own and maintain the Service desk management tool, metric reports, dashboards and automations to improve team efficiency and effectivity on the tool.

20. Coordinate and drive engagement with product owners in the organisation to facilitate bugs, RCA’s and incident resolution for client reported issues.

Key Skills and Experience

•       Educated to degree level or equivalent.

•       Minimum of 8 years in technical service desk management (for SaaS application support desirable) dealing with high-end, global enterprise clients.

•       Experience of leading and motivating teams within a global, complex organization

•       Experience with JIRA Service Desk. (desirable)

•       Experience of, and proficient in building dashboards and reports, analysing data and presenting trends.

•       Proficiency in Microsoft Excel & Word essential.

•       Understanding and elementary hands-on experience of SQL and DBMS

•       An ability to think critically about systems and processes and to adjust as needed for the benefit of the customer.

•       Able to build and maintain strong relationships with internal stakeholders and customers up to C-suit level.

•       Strong verbal and written skills appropriate to communicate on behalf of company CEO, Managers & Directors.

•       Ability to prioritize workload effectively.

•       Strong time management and problem-solving skills, ability to balance and plan the short-term actions of the team.

•       Good research skills and attention to detail.

•       The ability to inspire teams to meet demanding targets in a change environment without impacting morale

•       Focuses on results and desired outcomes and how best to achieve them

•       Knowledge and understanding of all relevant industry standards and best practices for service management.

Behaviours and Mindset

•       Strong customer service ethos; able to instil a culture of service excellence across the team.

•       Steps in personally when needed, making client issue resolution the top priority

•       Proactively engages across the organization internally to ensure seamless service excellence for customers.

•       Inspirational and motivational.

•       Empathetic with a coaching mindset.

•       Strong delivery and results focus.

•       Consultative and collaborative.

•       Unafraid to own mistakes and makes sure that the mistake is corrected through a strategic process fix, checkpoints and validation in place to be avoided to repeat again.

•       Commercial mindset – able to make decisions based on the right commercial outcome for Freespace.

•       Analytical, able to see past detail and quickly understand trends and patterns.

•       Commitment to a culture of quality. Able to challenge assumptions and encourage positive debate to drive the business forward.

•       Curious with a learning mindset, for self and team.

•       Flexible and adaptable to serve the customer.

•       Communication / language

•       Experience dealing with enterprise clients

•       Very organised – on top of everything.

•       Ability to manage lots of things at the same time.

•       Understands how to prioritize, will not let a ticket slip

•       Experience in building up a service desk, knows what dashboards and metrics are important