Service Desk Manager

Contract: Healthcare

Location: London, SE18 4QH

Hours of work: 37.5

Contract Type: Permanent

On behalf of our client, we are hiring a Service Desk Manager.

As the Service Desk Manager, you will be responsible for providing leadership, management, and development for a defined contract, ensuring that all financial and operational commitments are not only met but exceeded.

Job Description

As Service Desk Manager, you will demonstrate a strong customer focus in all operational activities and work to maintain effective relationships with key clients, ensuring their needs are always prioritised.

All work must be conducted in compliance with Health and Safety, Security, Company, and Trust Policies.

Additionally, you may work in environments where exposure to sensitive circumstances is possible.

In such situations, you are expected to uphold company leadership principles and maintain the highest standards of patient and customer confidentiality.

Key Responsibilities

• Providing effective and efficient leadership, management, and supervision to the switchboard and helpdesk team
• Promoting by example and help to maintain service levels and standards within the Department especially in Customer Care and speed & quality of answer
• Organising, allocating and controlling switchboard staffing levels to ensure the provision of an optimum cost-effective service 24 hours a day, whilst keeping within budgetary restraints
• Keeping accurate records and management of staff HR issues including leave and sickness, completing relevant processes and organise cover where required
• Dealing initially with all complaints referencing the helpdesk and switchboard service, investigating and providing feedback to management
• Training, monitoring, and efficiency of staff alongside the Learning and Development Team

Professional and Personal Competencies/Qualifications

• Experience in a Switchboard / Helpdesk Environment
• Experience in managing various grades of staff
• Experience of Client liaison
• Good problem-solving skills
• Good verbal & written communication skills
• Good levels of numeracy
• Competent user of Microsoft Office, particularly Teams, Outlook and Excel