Permanent Newcastle

Service Desk Manager



At Forfusion we take pride in delivering world class engineering and IT support services to our ever-growing customer base. Your goal is to provide leadership to the service desk team and contribute to the successful delivery of world class, managed IT services to our customers.

As Service Desk Manager you are responsible for supervising and motivating the Service Desk team members, and managing our customers ensuring that service levels are achieved. This role is about accuracy, efficiency, communication and delivering a great customer service experience.

There’s never been a more exciting time for us, and we’re looking for like-minded and talented individuals who can help us build our business on this exciting journey…

Who Will Succeed in This Role?

Our management team share a common set of characteristics and bring the experience that drives innovation and delivers customer value, in particular they:

  • Have a good understanding of the wider technology industry, including current and emerging digital strategies, solutions and trends.
  • Demonstrate excellent communication skills and a proficiency in negotiation and customer services.
  • Possess situational awareness to adapt and solve challenges presented through the management of complex customer environments.
  • Display an ability to balance strategic thinking with pragmatic operational execution and delivery, including strong customer facing and team collaboration skills.
  • Show empathy, curiosity, and a desire to challenge and constantly improve, acquire new skills and drive for results.

As Service Desk Manager you will be primarily responsible for providing direct management and support to both the Service Desk team and our managed service customers. The role involves the following key responsibilities:

  • You will be the single point of contact for all team issues and queries including induction, coaching, career development, succession planning and performance reviews.
  • Contribute to improving the customer experience by actively responding to queries and handling complaints, driving incident resolution and identifying areas for improvement.
  • Take overall responsibility for incident management and request fulfilment on the Service Desk. Manage and coordinate urgent and complicated support issues. Acting as the escalation point for all service requests, incidents and problems.
  • Take ownership of major incidents to ensure coordination the of resolving parties, effective communication to stakeholders and post incident review.
  • Interpret and analyse management information to provide trends, make connections and spot opportunities to improve service levels and profitability.
  • Monitor the work pipeline and identify potential shortages in time and resources. Work with the Managed Services Director to determine hiring needs and provide support with recruitment interviews and inducting new staff.

As a key member of our managed services team you will display the following attributes:

  • Excellent spoken and written English, able to clearly articulate ideas, issues and updates to customers and peers, coupled with a high-degree of due diligence and attention to detail.
  • Well organised, able to prioritise multiple work streams whilst maintaining the common sense to escalate when workloads may pose a risk to customer delivery and SLA’s.
  • Able to work well under pressure, doesn’t get flustered and has a clear understanding of their own abilities.
  • Customer-service oriented with a strong problem-solving attitude, alongside strong analytical skills and excellent conflict management skills.
  • Exceptional Customer Services capability and be an established practitioner of stakeholder management.
  • Able to think for yourself and able to effectively challenge both colleagues and customers when required to ensure the correct business outcomes. 

What Qualifications And Experience Are Required?

The successful candidate would be expected to demonstrate the following experience and learning:

  • A minimum of 7 (preferably 10) years relevant experience in a support desk engineering or similar technical role, with 3 to five years of managerial experience and has professional experience and/or certifications.
  • Demonstrate previous working which involved the leadership of Support Desk teams and the mentoring of peers. 
  • Strong relationship management experience; ability to interact with people at all levels of the business with the confidence to influence and negotiate, including with customers.
  • Any ITIL Intermediate Certification or Service Management qualifications.
  • Project management experience or qualifications such as Prince2.
  • Ideally you will hold a BSc degree in Computer Science, Information Technology or another relevant field.
  • A level passes at grade ‘C’ and above in Maths, English and/or relevant science or engineering subject.

Why Forfusion?

You are looking for advancement and investment in you. You want to progress along clear milestones which are 100% within your control. When you're stuck, you have the humility to ask for help and feel no shame in doing so. You want to be trained, coached, mentored, challenged and stretched. You relish a different culture that affords you flexibility, sensible work/life integration and the chance to be an integral part of a winning team.

  • Clearance Level Not applicable
  • Salary Description Competitive package

  • Region Newcastle
  • Sector Information Technology
  • Duration Permanent
  • Start Date ASAP

Want to apply?

Simply drop us an email with your cv and we will be in touch shortly.


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