IT Customer Services Manager


Posted: 27/10/2016


IT Customer Service Manager

The Role

We are looking to recruit an experienced Customer Services Manager to run an international first line support function which operates 24/7, consisting of a team of 14 analysts and three supervisors.

The Customer Services Manager will sit within the Technology department as a key member of the IT Management Team reporting directly to the Head of Technology and working closely with the other IT functions, such as IT Training and Customer Engagement.

Job Overview:

The Customer Services Manager is responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Primary Responsibilities and Activities:

  • Be the overall champion for driving service excellence
  • Manage virtual teams across Technology to analyse, develop and implement service improvement plans
  • Manage the staff of the service desk, including motivating them, hiring and writing reviews, preparing overall performance evaluations and training. Candidates should be skilled at managing teams
  • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to resolve, cost per call, call avoidance, demand mix and end-user productivity
  • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
  • Build and maintain relationships with all Technology Teams to ensure that Technology-delivered services and end-user productivity goals are understood and exceeded
  • Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement
  • Advance the use of a knowledge repository to share information among all levels of Technology service and support
  • Prepare cost analyses, budget plans and proposals as needed
  • Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
  • Leverage service desk best practices and process frameworks, such as ITIL, to drive continual process improvement
  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
  • Perform trend analyses, and develop action plans for improving service timeliness and reducing costs
  • Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
  • The Customer Services Manager must foster relationships with end users and must become the champion of end-user satisfaction

Key Skills and Behaviours:

  • Experience in managing an IT service and support function in an environment similar in size and
  • complexity to our organisation (required)
  • Degree or equivalent (required)
  • ITIL certification (required)
  • Strong customer service approach mind-set and actively and openly manages client expectations where necessary
  • Ability to manage change effectively and takes responsibility for the performance and results of people, projects or process
  • Experience of recruiting, retaining and managing a highly motivated team whilst fostering an inclusive team culture
  • Knowledge of IT service desk tools and best practices
  • Strong communication and reporting skills
  • Experience in developing good relationship with senior stakeholders
  • Displays the highest standard of professional ethics

McGregor Boyall is an equal opportunity employer and do not discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.