IT Service Desk Manager

Job Title: IT Service Desk Manager
Location: Edinburgh
Salary: £30-40k (DOE)

Company Description

We're collaborating with a top innovator in software solutions for the hospitality industry, dedicated to providing their clients with smooth technology experiences that enhance their operational efficiency and customer retention. As they broaden their range of offerings and clientele, they're in search of a seasoned IT Service Desk Manager to come on board and oversee their service desk operations and manage the internal team.

What's in it for you?

This company offers a dynamic work environment where you can lead a talented team, drive impactful initiatives, and make a difference in the hospitality industry. As part of a growing SaaS business you will have several opportunities for professional growth and development as well as:

• Workplace pension
• A clear career roadmap taking you to the top!
• 33 total days of holiday per year
• Join a small team, make a big impact.
• Other perks you'd expect at a fast-growing tech company.

Job Description

As the Service Desk Manager, your leadership will be essential in guiding a skilled team of service desk technicians, managing customer support operations, advancing process improvements, and fostering strong communication and cooperation among internal teams, external IT companies, and partners. Your skill set will play a vital role in facilitating the seamless integration of new customers, quick resolution of technical problems, and enhancement of the customer experience in the Hospitality SaaS sector.

Key Responsibilities:

Team Management:

• Lead and mentor a team of service desk technicians proficient in product knowledge, WiFi/networking technologies, CRM and bug-reporting systems.
• Provide both technical and welfare support to the service and success team to ensure we look after our team as well as our customers.

Customer Support:

• Coordinate with internal departments, third-party IT companies and partners to facilitate smooth onboarding of new customers and address technical challenges promptly.
• Utilise bug reporting and CRM data to identify trends and patterns, enabling proactive resolution of issues.

Process Improvement:

• Streamline communication processes with third-party IT companies to minimise onboarding delays.
• Collaborate with internal and external stakeholders to optimise onboarding processes and enhance user experience.

Training and Development:

• Foster a proactive mindset among service desk staff, encouraging them to actively engage with partners to address user issues promptly.
• Identify and provide access to training and support required for the team to enjoy their work and set them up for success.

Documentation and Knowledge Management:

• Maintain comprehensive documentation of onboarding processes and user issues using bug-reporting software and CRM systems.
• Encourage best practices documentation to improve future experiences and streamline knowledge transfer within the team.

Communication and Stakeholder Management:

• Act as a central point of contact for communication between teams and partners, ensuring alignment on objectives and priorities.
• Facilitate regular meetings and updates with partners to ensure clear communication and collaboration.

Quality Assurance:

• Implement quality assurance processes to monitor collaboration effectiveness and identify areas for improvement.
• Establish key performance indicators (KPIs) to measure onboarding success and user satisfaction.

Compliance and Security:

• Ensure compliance with data protection regulations and security standards when sharing information with third-party IT companies and partners.
• Implement robust security measures to safeguard sensitive data and mitigate cybersecurity threats associated with third-party collaborations.

Beneficial Qualifications, Skills and Experience:

• Bachelor's degree in Computer Science, Information Technology, or relevant experience.
• Support ticketing software and CRM i.e. ZenDesk, Hubspot, AutoTask etc.
• Cisco CCNA, CompTIA or related networking qualification.
• Proven experience in technical support or IT management roles
• Analytical mindset with the ability to identify trends and drive process improvements.
• Networking technologies - LAN / WAN and Wireless
• Core internet technologies - Routing and Switching, DNS, DHCP, OSI Model
• Professional-grade WiFi Access Points & their cloud controllers (Ubiquiti UniFi, Ruckus, Cisco Meraki, OpenMesh)
• Infrastructure technology; EC2, S3, RDS, Route 53, IAM, Lambda, API Gateway
• Cloud providers, specifically Amazon Web Services (AWS)
• Knowledge of marketing software; Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift etc.