Senior Service Desk Manager

• Management of IT Leads/Manager/Operations 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 our existing and future team members are trained up to the highest standards to deliver a high-quality service.
• Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
• Using a pragmatic approach, further implement important elements of the ITIL framework.
• Accountable for appraisals being conducted for all team members by your respective team leaders.
• Maximize the effective use and productivity of resources across all desks by building a multi-skilled resource pool. Effective resources and task management are essential to guarantee support to our clients.
• Train, coach and mentor your direct reports and other service desk members including the creation of career development plans.
• Responsible for empowering your team members aligned to the agreed RACI.
• Identify staff that have a high level of capability and drive to nurture their career to progress within PMC’s Managed Services team for the future and as roles become available.
• Manage staff recruitment, new starter procedures and staff retention.
• Responsible for analyzing your team's Employee Satisfaction Survey results and building any plans to improve employee satisfaction to maximize retention
• Work closely with the SDM team contributing to and driving both Continual and Service Improvement Programs.
• Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers directly and/or via the SDM/SDA team.
• Periodically attend customer meetings supporting the Service Delivery function
• Work with the sales team as required to aid with pre-sales, attending customer meetings supporting the sales cycle.
• Identify and monitor risks, governance and compliance requirements related to the Service Desk environment.
• 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.
• Periodic visits to the UK may be required as part of the Service Desk management function
• To complete ad hoc duties and tasks allocated through line management chain from time to time

• Extensive Service Desk Management in a Managed Service environment working to ITIL methodology i.e. a pragmatic approach.
• Excellent organizational skills with the ability to work calmly under pressure, multitask and prioritize.
• Excellent interpersonal skills and the ability to work both independently and as part of a team.
• Flexible and helpful attitude, in particular the ability to empathize with IT Service Desk customers and respond sensitively to their problems, requests and complaints.
• Excellent written and verbal communication skills including the ability to explain technical information clearly.
• Excellent people management skills.
• The 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.
• Experience driving all parts of service delivery to ensure overall high-quality customer experience.

Retail/EPOS solutions experience is highly desirable.