Service Desk Manager

Wavenet is a prominent technology and communications provider. Committed to innovation and

reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital

age. Their comprehensive services include cloud solutions, communications systems, connectivity,

cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors’ solutions to

meet individual needs, prioritizing customer satisfaction and exceptional experiences. Their values

of innovation, trust, collaboration, and community engagement underpin their mission to be a

leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital

landscape.

The Service Desk Manager role in Wavenet holds the responsibility for managing a team of support

engineers, ensuring that SLA’s are hit, tickets are managed to recognised quality standards and clients

are satisfied with the level of service delivered. A critical aspect of the role is managing the team via

dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a

line management role, you will be expected to approve holidays, deliver appraisals, manage

grievance and performance management processes and act as a leader for your direct reports. It is

expected that you will work alongside other service desk managers.

You are comfortable in a client facing role, where issues are escalated, you will be capable of

reaching out to clients, understanding their concerns, establishing and agreeing a plan of action to

address their concerns, where additional support is required, you will work with other services

managers in order to procure the correct level/type of skills.

This role requires an individual with strong leadership skills looking to ensure that the organisation

provides the exceptional service that is required. Any experience of delivery processes is also

beneficial due to the variety of work that can occur within the support division of the business.

The responsibilities fall into the following areas;

Monitoring Service Desk Performance – Monitoring the work flow and using the

helpdesk systems to extract performance information to validation SLA’s are being met,

such that the Service Desk Team are effective and efficient in their activities. Monitor

call effectiveness through reviewing reporting information provided by the phone

system and reviewing how calls are handled by team members. Lead the individuals

within the team to ensure we deliver the expected level of service to our customer

base.

 People Management – As a line manager you will be expected to process holiday

requests, return to work interviews, absence management, appraisals, grievance and

disciplinary procedures, conduct interviews and the on boarding of new staff members

into your team. A key aspect of the role is ensuring that you understand the skills within

your team and any training requirements needed to ensure team members are capable

of fulfilling there role. As a line manager you should have an understanding of the

career ambitions of members of your team be able to article the organisational

framework and roles within the business.

Problem Management – Where issues are escalated, the Service Desk Manager will

be that initial point of escalation for the client. They will need to ensure all facts are

gathered and appropriate responses are given the to client. The Service Desk Manager

have the ability to escalate further up the management chain if required but should be

aiming to resolve all escalated issues at their level.

Leadership Collaboration – To ensure vital success of your service desk,

collaboration with your service desks technical lead and service support lead will be

required. Aligning visions and maintaining communication with these key roles to

address challenges and meet targets consistently

 Technical Support – Where appropriate provide technical support to the team,

where the Service Desk Manager possess the relevant technical skills to do so

Prioritise Tasks – A key part of the role as Manager would be to ensure that all the

work is suitably prioritised and given the required level of attention.

Manage Shifts – The Service Desk Manager will be responsible for managing the

teams and their shift patterns within the sites to ensure that the business is fully

covered at all working hours.

 

• Essential & demonstrable

• 5 years direct experience within a Service Desk environment.

• Experience of managing a team.

• Experience of working to SLA & KPI measures.

Passionate about client success

Proven ability to be seen as a trusted advisor

Able to manage multiple priorities to achieve (exceed!) targets

 Passionate about technology & how it benefits businesses

 Process driven and organised / attention to detail

 Professional and high energy

 Strong presentation and interpersonal skills

 Outstanding communication skills, both spoken and written

 Willing to travel in the UK as needed

 Proactive, can-do attitude