Service Desk Manager

At Maintel we’re focused on delivering outcomes – not technology. We partner with some of the world’s leading technology companies and wrap around the skills and services from our professional and managed services teams, to help our customers achieve their goals.

We are a fun, dynamic company with a team of over 500 people who are passionate about what we do – providing cloud communications and managed services solutions.

We are looking for like-minded people who share our enthusiasm and want to be part of an innovative, fast-paced environment.

JOB SUMMARY

The Customer Services Manager will be responsible for the Maintel Service Desk team and the delivery of consistent and excellent customer experience , with the overall purpose to ensure loyal and satisfied customers, demonstrating creativity and the capability to continuously evolve the experience provided by the team and supporting customer tools. The role will play a key part in all customer experience initiatives and in particular own customer feedback through CSAT and Balanced Scorecard working alongside other Customer Experience teams as well as assess Maintel NPS feedback. The Role will also own our multichannel requirements and capabilities, work with colleagues on portal development and drive continuous improvement be it via process, technology or skills development.

The Service Desk also operate a 24*7 model alongside technical colleagues which requires review and assessment.

KEY RESPONSIBILITIES

• Service Desk Team Management
• Assessment and Reporting
• Skills and Development
• Service Onboarding
• Customer Feedback
• Tools and Automation
• ITIL Process Development
• ISO Audits
• Service Levels
• Performance Reporting

KNOWLEDGE & EXPERIENCE

• Excellent ITIL Capability
• Proven Service Desk Management Capability
• Customer Experience
• Running Improvement Programmes
• Multichannel Communication Services
• Telecommunications Experience

EQUAL OPPORTUNITIES

Within Maintel we're proud of the talent and diversity within our teams and committed to creating equality of opportunity for all employees and applicants alike.

We are all unique in ways you can and cannot see, and we aim to attract, develop and nurture talent to continue to make Maintel a great place to work.

We have fully embraced hybrid working and this has been implemented across all of our office locations. Our offices are fully accessible, and we also offer agile working opportunities in many of our roles.

Maintel do not accept unsolicited CVs. Any unsolicited CVs sent by your company to us – that is to say, in any situation where we have not directly engaged your company in writing to supply candidates for a specific vacancy – will be considered by us to be a “free gift”, leaving us liable for no fees whatsoever should we choose to contact the candidate directly and engage the candidate’s services, and will in no way establish any prior claim by your company to representation of that candidate should the candidate’s details also be submitted by any other party.

Job Types: Full-time, Permanent

Salary: £40,000.00-£45,000.00 per year

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Blackburn, BB1 2FD

Reference ID: 2453