Service Desk Team Manager

ENGINEERINGUK; Bridgend; Hybrid; GBP 26,000 - 32,000; Full time

Job description

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Job Description Service Desk Team Manager

Are you ready to take ownership of your career, solve real-world challenges and be part of a supportive, innovative team? At CGI, we empower you to grow, think creatively and make a difference.

We're recruiting for Service Desk Team Managers to join our 5* Service Desk and play a vital role in delivering exceptional IT support to our valued clients over the phone. Our clients include Council Workers supporting major cities, Government agencies and large UK commercial businesses.

CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the 'World's Best Employers' by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a member not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go.

Due to the secure nature of the role - All applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (SC) level.

Your future duties and responsibilities

• 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

Required qualifications to be successful in this role

Ideally you will have Team Lead/Management experience within a Service Desk/Call Centre environment.

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

2 days a week in the Bridgend office, 3 days week WFH.

Skills

• Leadership

Reference 1205533

Company

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