Service Desk Manager

**Description of role**:
Manage the performance & delivery of the Turrito Service Desk to ensure that customer expectations are met or exceeded from all aspects; from ticket resolution to monthly reporting.

Responsible for ensuring that the staff are exceeding expectations in their daily performance, meeting defined metrics, and leading from the front by engaging directly with Turrito’s top customers to drive improvements and reinforce their trust in us as a technology partner.

Engaging with the Directors and fellow managers to guide strategy & innovation to improve systems, delivery and proactively change how the support department is perceived by all stakeholders that engage with it.

**Roles and responsibilities**:

- Lead from the front by engaging directly with Turrito’s top customers and building personal relationships with them
- Manage the Service Desk activities daily to ensure that incident and problem management are properly addressed.
- Recruiting, training and supporting Service desk staff.
- Ensure timely closure of all tickets to ensure services are delivered to SLA requirements.
- Effective delegation and management to senior team members to ensure a significantly high level of service delivery.
- Oversee and escalate high priority service requests, incidents and upset customers to supplier teams and/or Directors as required.
- Problem solve and strategize with the Escalation & Service Delivery Manager, on service delivery challenges.
- Deliver on strategy throughout the business (inter-departmental) to ensure smooth and effective service delivery to clients.
- Train, coach and mentor Service Desk staff.
- Effectively manage the administration that comes with being a senior department head as it relates to career growth for your staff by having quarterly “one-on-one's”, booking training & certification and ensuring that the company's requirements and their desires are as aligned as possible and properly documented.
- Monitor and manage phone & ticket queues (participating in escalated calls as needed).
- Report on all service desk metrics (calls, tickets, closure rate, delays, SLA failures etc)
- Develop daily, weekly and monthly reports on the Service desk team’s productivity
- Develop and review internal staff SLA's (as they relate to customer contracts & deliverables) to measure performance.
- Develop effective and workable frameworks for managing and improving customer IT support in the organization.
- Review survey feedback to improve services, tools and support experience.
- Maintain a constant level of “upward communication” by reporting to Directors on any issue that you feel could significantly impact the business be it reputational damage, potential lost revenue or interpersonal/inter-departmental.
- Develop and maintain good relationships with clients & suppliers alike.
- Promote an environment in your department that mirrors the company culture to drive a high level of service delivery & outstanding client service.
- Establish and enforces best practices through the entire technical support process.
- Follow up with customers to ensure issues have been resolved.
- Disciplinaries and performance management.
- Management of leave requests on ESS for your department.

**Daily Tasks**:

- Service Desk monitoring; dashboards, daily reports, spot checking calls and tickets.
- Dashboard monitoring, dashboards must be kept an eye on constantly to pick up trouble or issues as they occur.
- Oversight of critical tickets ensuring customer expectations are met etc.
- Dealing with customer queries such as operational queries into technical support on current tickets

**Weekly tasks**:

- Manage the submission of timesheets and identify failures before they hit the billing department.
- Analyse a technician's patterns for efficiency and billing and provide guidance for meeting targets.
- Having regular meetings with service desk and road engineers, catching up and driving the right behaviour.

**Monthly tasks**:

- Support and encourage your department to meet their targets on a monthly basis for them to earn their incentivizes.
- Submit a salary report to HR for payroll runs.
- On a monthly basis provide directors with reports of your department and attend monthly MANCO meetings.

**Skills and abilities**:

- Analytical Skills - Service Desk Managers use analytical skills to look at trends to identify where improvements can be made. Obviously this relates to internal software tools, processes, staff efficiency, hardware and software solutions etc.
- Problem Solving Skills - Service Desk Managers are constantly engaged in problem-solving correct broken processes & implement improved solutions.
- Communication Skills - Service Desk Managers spend a good portion of their day communicating with users, their own staff and suppliers. If their communication skils are not excellent then it leads to confusion, losses in efficiency and ultimately lost opportunities and lost revenue. A l