Service Desk Manager ![]()
Post matching 'ITIT'
Overview
A fantastic opportunity to work for this cutting edge company that deliver integrated smart building technology projects and support services to organisations throughout the UK. Their delivery model helps leading global organisations design, build, support and manage their space, systems and infrastructure. They provide the framework of connectivity needed for healthy, safe and inspiring workplaces, efficient data centres and comfortable homes. Working across a wide range of sectors, including, financial services, co-working, technology, communications, government, hospitality, residential and media.
As the Service Desk Manager, you will be responsible for managing the transition from large-scale Design & Build technology projects through to delivering a first-class Support and Maintenance service to a wide range of clients.
The role of Service Desk Manager involves direct engagement with clients, responsible for handing the day-to-day management of Support and Maintenance contracts, covering a wide range of Smart Building systems across multiple technologies.
Responsibilities
- Manage Support and Maintenance contracts, responsible for the oversight of delivery, including SLA’s and customer liaison.
- Prepare Support and Maintenance proposals and quotes to be issued to clients.
- Communicate with other department technical leads and delivery teams to ensure that queries are handled and resolved in an efficient manner.
- Create and maintain service reports, including data such as ticket statistics, incident reporting and request volumes, ready to present at monthly Service Review meetings.
- Collaborate with senior management to provide insight into departmental successes and challenges to contribute towards future team planning.
- Liaise with key client stakeholders to foster and maintain an excellent working relationship.
- Provide weekly and monthly service updates to the relevant Account Director.
- Leverage existing client relationships and ensure customer satisfaction to secure ongoing contract renewals.
- Control income and expenditure on the relevant Support and Maintenance contracts to ensure profitability.
- Produce various financial reports for internal review.
- Attend the monthly Financial Review meetings, working with colleagues to resolve any financial discrepancies.
- Create and implement processes to improve the operational and financial performance, working with the QA team to update existing documentation.
Skills & Qualifications
- At least 3 years relevant practical experience in a similar role.
- Experience in the creation and development of Support and Maintenance contracts.
- Experience working within the Electronic Security and/or Wired and Wireless Networking ecosystem. Demonstrate a solid understanding of Support and Maintenance contract deliverables and operations.
- Understand the management and reporting of SLAs and KPIs within the Support and Maintenance environment.
- Demonstrate a sound understanding of IP technology, network topology and architecture.
- Understand the importance of creating and applying Risk Assessment and Method Statements (RAMS).
- Understand the need to maintain accurate documentation and the depth of information required for successful completion and handover to the customer.
Apex Resourcing Solutions is an employment Agency acting on behalf of this company
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