Service Desk Supervisor

You will be responsible for leading and developing a team of SME's to ensure that our clients receive optimal resolutions in relation to SLA's, in line with their contractual obligations. Managing your teams' workload through data analysis, you will re-allocate your resource to maximise their efficiency and reduce waiting times for clients. You will be responsible for the delivery of ongoing coaching and support measures to continually improve team performance and contractual compliance. Role Responsibilities:

• Understand deduction mechanisms across the PFI portfolio of contracts to enable effective monitoring and limiting the risk of financial deductions
• Conduct weekly monitoring of all live work logged via SLA reviews, highlighting any areas of concern, addressing this with the team in an appropriate manner
• Ensure all contract bibles are up to date and provide clear guidance on contract specific processes required for contractual compliance
• Identify training requirements for Service Desk team members and discuss this with the Service Desk Manager
• Work with the Service Desk Manager in reviewing contract allocation to the team, and make changes were applicable
• Conduct training for all new starters, producing weekly induction plans to be shared with the Service Desk Manager, providing feedback on performance.
• Organise contract cover i.e.. annual leave, appointments, sick leave.
• Complete month end reports working alongside the Service Desk Manager, before submitting to the Head of Support Services.
• Assist Service Desk Manager in the running of the reactive Failures each week, highlighting any trends or concerns.
• Undertake other ad hoc task as directed by the business, in line with the business needs, including but not limited to; provision of management reports, supporting the recruitment process, arranging conference calls and site visits, picking up work in the absence of the Service Desk Manager.
  
  Good IT skills in relation specifically to Microsoft Word, Excel and PowerPoint
• Previous experience of working on PFI contracts - understanding of the structure and contractual application of PFI contracts.
• Ideally have experience using CAFM systems
• Very good communication skills, both written and oral, particularly with an ability to communicate complex ideas and process clearly and concisely
• Logical thinker with ability to convey clear communications in relation to working processes
• Ability to prioritise work and meet deadlines
• Project a professional, positive, and work-focused image through appropriate attitude and behaviour