We are currently expanding our team and are looking for a motivated and experienced Service Desk Operations Manager to help us drive growth.
Radius Technologies is one of Ireland’s leading companies in the IT, Cloud, Telecoms, and MSP marketplace, the company is entrepreneur-led and has ambitious plans to grow both organically and through acquisitions over the coming years.
Job Description – Service Desk Operations Manager
Reporting To: COO
Location: Head Office (Waterford) (100% office based)
The Service Desk Operations Manager will manage the service delivery function and SLA’s for the Helpdesk and will manage the Helpdesk engineering team which includes remote and hybrid team members.
Key Tasks and Responsibilities
As a Service Desk Operations Manager, your duties will include:
- Set and achieve KPIs and objectives for key deliverables e.g., SLA %, Aged Tickets, dropped calls, helpdesk engineers utilisation, etc.
- Develop current systems (IT Glue / BrightGauge, etc.) and recommend / introduce new systems that will improve efficiencies, performance, and customer satisfaction
- Helpdesk Staffing management – including training, development, appraisals, hiring etc. Ensure adequate and capable resources are in place to meet the needs of the business
- Manage and resolve customer complaints in relation to service delivery, recording and reporting root causes analysis, corrective and preventive action
- Measure client satisfaction via customer surveys and address any issues or suggestions for improvements
- Procedures / Standardisation – ensure service delivery is executed to agreed standards, procedures, and policies
- Generate ideas for improvements aimed at enhancing performance and effectiveness at company, team, and personal levels
- Manage service delivery on behalf of the client and oversee technical escalations through to completion from call logging through to Level3 and onsite engineering
- Implement new client onboarding processes – manage the introduction of Radius Helpdesk services teams to new clients
- Ensure all the functions / tasking / teams operate within the company’s commercial targets
- Implement and monitor a process of constant improvement on service delivery
- Be a role model for the Radius ethos, culture, and values
- Ensure the Radius Gold Standard is maintained for all clients
Essential Requirements
- Degree level qualification or related industry experience in an IT discipline or relevant industry experience (minimum 5 years)
- Minimum 5 years team / people management experience in a technical service delivery environment
- Commercial understanding SLAs, productivity measures and customer satisfaction
- Flexible and versatile with the ability to work in a dynamic environment
- Passionate self-starter driven to achieve results
- Strong decision maker – design and implement best practice around excellent customer services
Desired requirements
- Prior experience in servicing the SME sector
Competencies Required
- Customer Service – Putting the customer at the heart of all decision making ensuring quality care is always a priority
- Leadership – lead, mentor and develop the team to get the desired business outcomes
- Decision making – the ability to make decisions in a timely and effective manner utilising data to back up decisions
- Communications Skills – Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
- Planning and Organisational Skills – The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved
- Attention to detail – continually checking work to ensure delivery of the highest quality
- Technical understanding– Good core understanding of technology and willingness to learn new technologies
