IT Service Desk Supervisor

5 months ago

Cape Town, South Africa Collinson Full time

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Purpose of the job**
Reporting to The IT Service Centre Manager, the role of the IT Service Centre Supervisor is to proactively supervise, co-ordinate and measure productivity and quality of the outputs of the IT Service Centre. The IT Service Centre Supervisor will drive improvements in the IT Service Centre that will allow us to deliver a world class service.

Management of the IT Service Desk team is a key deliverable of this role and encompasses the supervision, coordination and measurement of the productivity and quality of all outputs, as well as the development and empowerment of the team.
This role is responsible for ensuring that tickets are progressed throughout the ticket lifecycle and that the communication to customers is regular and of a high quality.

**Key Responsibilities**

**SLA Management**

Proactive management of SLA Performance from start to completion of ticket.
Track performance against pre-determined metrics.
Ensure that the SLA process is adhered to, and deficiencies highlighted and addressed.
Ensure Major Incident team is engaged immediately a major incident is identified.
Ensure there is a basic technical appreciation, and the right questions are asked when details of incidents are being captured.
**Quality Assurance**
Ensure that tickets are assigned to the correct resolver group.
Ensure that the tickets are updated to a high standard.
Ensure that the knowledge database is updated.
Support the service management community with the standardisation of customer communication.
**Escalation and Jeopardy Management**
Own the escalation process in terms of ensuring that issues are being escalated to the right designated contacts at the right time.
Provide second line escalation within the escalation process.
Stakeholder management during the escalation process.
Become involved with jeopardy management when ticket potential breach is over 50%.
Call Reception and Ticket Logging
Ensure that calls are answered promptly and dealt with in a professional manner.
**Operational reporting, analysis and trending**
Analyse stats for trends.
Identify areas that need to be highlighted to the business.
Identify areas that need to be improved and propose improvements.
Identify resourcing requirements because of trending results if appropriate.
**Reporting**
Service Centre KPIs.
Ensure incident reports are provided to the customer when appropriate.
Longest open tickets and ticket on hold reports - Provide this report weekly for operations board meeting and interpret issues.
Performance reporting.
**People Management**
Responsible for the day-to-day management of the IT Service Desk Advisors team in line with Collinson HR policies.
Setting of team KRAs and management thereof.
Creation of staff development plans.
Motivation of the team.
Ensure that the IT Service Desk is adequately staffed.
Performance management of the team.
Resource Management
Shift patterns are in place and are sufficient to provide services across a 24 hour service.
Business continuity plans for emergency cover are in place.
Communication
Communication to customers is regular and of a high quality.
Budget management
Manage costs against budget. Knowledge, skills and experience required

**Knowledge, skills & Experience**

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