We are actively recruiting a Service Desk Team Manager.
The role offer a fantastic opportunity to become a Manager in an Award Winning, World Class Service Desk.
Service Desk Team Managers are required to:
• Manage a multi-skilled team of up to 25 analysts responsible for identifying, triaging and resolving customer faults and requests
• Inspire and motivate team members. Act as a strong, positive role model for behaviour
• Foster a cohesive, creative and comfortable working environment, mediating any interpersonal issues within the team and supporting member wellbeing through the measures available at CGI
• Set specific, measurable goals in line with our key performance indicators and provide coaching and support to improve member performance
• Adhere to all HR policies and procedures
• Monitor compliance and quality checks, actively looking to achieve positive customer service
• Liaise with Senior Management to achieve strategic goals, SLAs and key financials defined by the business
• Conduct regular 1-2-1s and performance reviews with members
• Manage client escalations
• Identify opportunities for improvements and drive cost reductions through increased efficiency
• Ensure compliance with ISO standards
Essential Criteria:
• Proven experience in a leadership position
• Experience of managing performance, formally or informally
• Excellent communication skills written, verbal, report writing and presentations
• Excellent time management, organisational and delegation skills
• Problem solving capabilities
• Good standard in IT literacy in particular Microsoft Office applications
• Self-motivated
Desirable Criteria:
• Hybrid working
• Previous management experience
Hours of Cover
• 37.5 Hours
• Shifts are on a rota basis between 07:00 – 20:00.
• 5 days a week, flexible between Monday and Sunday.
Salary
£26,800 – £31,300
Location
Waterton, Bridgend on a Hybrid working basis of 2 days in office, 3 days WFH.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.