UC Service Desk Manager

This is a very exciting opportunity for an individual with drive and a passion for technology! You will be joining our company in a time of exciting growth, where we continue to focus an invest in our team and its development.

About the job

Borehamwood, Hertfordshire
Permanent, Full-time
Monday to Friday: 37.5 hours per week
Start as soon as possible

We are looking for a UC Service Desk Manager to manage a team of 1st, 2nd and 3rd line Customer Support Engineers including Unified Communications (UC) and Mobile experts. Supporting the management of customer requirements, SLAs, resource utilisation, project management of UC and development of the customer service team using the tools available to the business. Compliance is also a key part of the role to ensure appropriate procedures are adhered to within the department. Our ideally candidate will have experience in UC, Connectivity, Contact Centre and Mobile and you will be an aspiring Operations Director.

Duties & Responsibilities

Manage a team of Customer Support Engineers to effectively carry out the duties of their role, providing training and guidance as required.
To effectively manage customer issues through incident management framework
Lead all UC installations and project management of tasks.
CRM Product Champion seeking continuous process improvement, accurate and up to date records to be maintained at all times.
Lead by example in the delivery of service excellence, share best practice and ideas for improvement.
Provide all MI for the department
Act as first point of contact in the event of customer issues and complaints.
Oversee handling of central email and account managers inbox.
Identify training requirements for customer executives
Assist with daily administrative tasks
Ensure stringent management of team tasks and workload to deliver consistent target / KPI / SLA achievement across all metrics
Complete team briefings, 1-2-1’s and development plans
Provide support, assistance and training to all team members
To undertake other duties as determined by the Operations Director
Provide the Customer with professional advice and accurate information on products and services
Highlight opportunities to increase revenue and advice the account manager of the opportunity.
Maximise revenue opportunities and increase customer retention, Loyalty and to build the highest reputation with the customer.
Recruitment when necessary and carry out induction
To ensure customers’ SLAs’ are exceeded and the team are contributing towards increasing NPS score.
Ensuring processes are contributing to customers and organisation efficiency.
Occasional visits to customer site for site survey, installation, and training of VOIP systems

Skills and Experience required as a UC Service Desk Manager

Experience of working within a telecoms environment is essential
Experience in UC, Connectivity, Contact Centre and mobile
A strong technical IP and connectivity experience is essential
Strong experience of managing a Service Desk is essential
Minimum of 3 years customer service management experience including line management
Strong relationship building and interpersonal skills
Experience in managing and driving performance of both individuals and a group/team
Ability to manage projects and customer service improvements; meet tight deadlines whilst working in a pressurised environment
Flexibility with working shift hours between 8am and 6pm
Good management skills, including coaching and development
Previous experience with CRM systems
Ability and desire to set own goals and targets
Professional manner
Experience of team building and development
Excellent communication and organisation skills with the ability to multitask.

Benefits

We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.
Read more about our employee commitment on our careers page, and find some of our benefits here:

25 days annual leave entitlement (Increase on years’ service up to 29)
Additional day off for your Birthday
Private Health Insurance with discounted perks;
Bupa Dental Plan
Eye care contribution
Pension scheme
Staff Incentives and recognition
Buy/Sell back holiday scheme

Apply now for success