Service Desk Manager

Summary of the position

The Service Desk Manager will be responsible for the management of 24 x7 x 365 Retail and B2C focused teams of PMC IT Service Desk analysts based in India and the UK supporting retail and business system applications. PMC’s growth and strategy demand a high-level focus on exceptional service delivery as PMC builds on the success of one of its strategic Independent Software Vendor (ISV) partnerships. This role will be responsible for building a new team of desktop support engineers allowing PMC to extend its retail footprint from store into head-office. The role will be to manage and enhance PMC’s Service Desk services deliveries to both direct and indirect customers, specifically as we grow our partnerships with Independent Software Vendors (ISVs).

This role reports to the Head of Service Desk.

Key accountabilities

• Day to day management of IT Staff and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs.
• Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team
• Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence, training, ticket volume peaks and troughs associated with
• seasonable ticket volumes.
• Responsible for successfully setting up a technical training function within Managed Services to make sure that all of our existing and future team members are trained up to the highest standards to deliver a highquality service.
• Develop, implement, and manage Service Desk standards and operating procedures ensuring that PMC maintains high standards and delivers services aligned to customer and accreditation requirements.
• Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
• Accountable for appraisals being conducted for all team members by your respective team leaders.
• Report on the Productivity and quality KPIs to Head of Service Desk and Managed Services Director on a daily, weekly and monthly basis as required. Also making sure that the individual KPIs are communicated
• further to individuals.
• Train, coach and mentor your direct reports and other service desk members including the creation of career development plans.
• Manage staff recruitment, new starter procedures and staff retention.
• Be part of the steering team to build functionality and administer the Service Desk toolset (ITSM) to ensure it meets the requirement of current and future service lines aligned to ITIL methodology.
• Identify and manage Service Improvement opportunities. Ensure continual service improvement is embedded in the culture and working practices of the Service Desk.
• Drive cross pillar Problem management through RCA, plan and implement Change using a best practice approach reducing incident volumes.
• Contribute to service-related Change Advisory Bureau (CAB) meetings in order to assess and minimize the risk of change prior to implementation and support.
• Work closely with the SDM team contributing to and driving both Continual and Service Improvement Programs.
• Ensure relevant SLAs are in place, managed, monitored and reported on and communicated to customers directly and/or via the SDM/SDA team.
• Work with the Head of Service Desk to ensure that the Major Incident Management procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures.
• Support and assist the SDM team as required to ensure that their engagement with clients is a pleasurable exercise due to excellent service delivery.
• Periodically attend customer meetings supporting the Service Delivery function
• Periodically attend site to support and actively drive project and transactional activity.
• Ensure that your teams comply to ISO standards as they are implemented e.g. ISO 27001, 20000, 9001.
• Be a component of internal and external incident escalation and drive a high level of focus to restore systems and functionality to an operational status as well as customer satisfaction.

• Extensive Service Desk Management in a Managed Service environment working to ITIL methodology i.e. a pragmatic approach.
• Excellent organisational skills with the ability to work calmly under pressure, multitask and prioritise.
• Excellent interpersonal skills and the ability to work both independently and as part of a team.
• Excellent written and verbal communication skills
• Excellent people management skills.
• Ability to lead and motivate a highly productive Service Desk team in a pressurised environment.
• Experience transforming immature service desk functions, to maturity (processes & people).
• Very strong stakeholder management and communication skills