Job Description

Description

Summary

We are an award-winning IT Managed Services provider, based in London and have opened a fantastic opportunity for a career minded Service Desk Manager within one of our winning teams.



The Service Desk Manager will oversee a service desk team providing an internal IT department to our customers.

With support from your Team Leader, you will lead, coach and inspire a team of service desk engineers providing them with clear KPI's required to deliver a successful support service. The goal of the service desk manager is to achieve industry leading employee engagement scores whilst delivering world class customer satisfaction. An excellent leader, you will have experience in recruiting and managing technical staff from a variety of disciplines to produce results in a timely and efficient manner. You are required to develop efficient strategies, tactics and measures, to achieve service excellence.

What You'll Do

Responsibilities

Successfully lead & manage the Service Desk Team, driving a culture of service excellence, continuous improvement and delighting our customers. Onboard new customers into Wanstor's Service Desk ensuring a seamless support transition is delivered Line management of technical and team lead staff members, including 1-2-1's, annual reviews, development and succession planning. Create and report on and improve key Service Desk performance metrics (ticket volume trends, first line resolution rate, SLA's, response time, wait time, resolution time, customer satisfaction Ensure KPI's set for Team Leaders and Technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores Ownership of P1 tickets and driving to resolution ensuring the customer is kept informed at all times, ensuring SLA's and customer expectations are met. Working with the Project team to transition projects to Internal support services Ensure all required communication, training and documentation is established. Manage recruitment of engineers necessary to run a successful service desk effectively Attend key customer service meetings Proactively report service desk metrics, successes and area's requiring attention to the senior management team Deliver continuous service improvement objectives set by the senior management team. Build and maintain exceptional relationships with customers based on trust. Robust and effective call volume management Contributing to the continuous improvement of the Service Department, its practices and processes, with emphasis on enhancing the customer experience through innovative thinking Reduce the number of interactions per tickets SLA Improvement - Reduce the average ticket turnaround time by increasing both Fix and Response SLA's

What You'll Need

Required Skills and Experience

Experience as a Service Desk Manager with a proven record of continuously improving support services delivered to our customers A good understanding of ITIL and an ability to apply methods which improve the services delivered to our customers and improve the working environment of our engineering team Thorough knowledge of IT products and services enabling explanation of technical concepts IT support experience at a 2nd line level

Key Competencies

Exceptional stakeholder management. Confident, proactive communicator, able to navigate difficult conversations Able to manage an extremely busy workload well, to delegate and prioritise Positive, ability to energise and motivate the team. Confident taking ownership in pressured situations Decisive with a pragmatic approach Creative problem solver Exceptional written and verbal communication, excellent report writing skills Professional, leads by example

What You'll Love

Generous Time Off:

Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.

Continuous Learning:

Participate in regular lunch and learn sessions with both internal and external speakers.

Personal Development:

Take advantage of 5 paid days annually to pursue new skills or knowledge.

Volunteer Opportunities:

Contribute to your community with 2 paid volunteer days each year.

Team Spirit:

Join a friendly team and engage in various social events organised throughout the year.

About Wanstor

Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers' needs for a quick response.

We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. Wanstor provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support.



Wanstor's clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.

We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.

As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person's potential in building a successful career with Wanstor.

Core Values

We align ourselves to a core set of values & behaviours:

For the changemakers

For those who aren't afraid to push boundaries and challenge the norm. Always one step ahead, we're here to ignite innovation and propel businesses forward.

We know that when tech runs flawlessly, everything else follows suit - giving our customers the space to pursue their next bold idea.

For the go-getters

We're driven to stay curious and meet each challenge head-on, crafting future-proof solutions that empower others. We analyse, critique, and execute with precision, knowing excellence lies in the details and true support means always showing up.

Our track record reflects a commitment to real, lasting results that let charities care, cafes pour, and cities grow.

For those who drive forward and make good on every promise, we're here.

For the straight talkers

We'll always tell you what you need to hear, not what you want to hear. Navigating tech can be complicated, but the way forward shouldn't be.

We keep it real, clear, and helpful, guiding you every step of the way