Service Desk and Smart Bar Team Manager

The Service Desk and Smart Bar Team Manager position centres on work with our customers to identify opportunities to enhance existing processes to improve efficiency and service delivery via ITIL best practice service improvement. It would suit someone who can bring play a key role in training and developing team members, staying updated on technological advancements, and fostering a positive and collaborative team culture to the role.

What the work leans on

Model leadership behaviours with confidence to get the very best from direct reports and teams by providing clarity, feedback, coaching, and development. Play a critical role in managing workloads, delivering services to agreed targets, and handling escalations or complaints effectively.

Where the technical work sits

• Work with our customers to identify opportunities to enhance existing processes to improve efficiency and service delivery via ITIL best practice service improvement.
• Build good relationships with our internal and external users, supporting the team in consistently delivering a service that meets our user’s needs.
• Additionally, you will be responsible for ensuring the Joiner Mover Leaver process is accurately completed, and for driving service improvements within the Service Desk team.

Technical requirements

• Proven experience in managing workloads, establishing performance goals, and monitoring team performance metrics.
• Excellent problem-solving and decision-making abilities, with a focus on delivering high levels of customer service.
• Organize and lead bi-weekly Knowledge Transfer sessions, providing support and experience-based insight to the Service Desk Analysts.

What helps delivery stay steady

Play a key role in training and developing team members, staying updated on technological advancements, and fostering a positive and collaborative team culture. Strong professional approach.

Practical details

• Deliver all services to agreed targets to ensure the performance and benefit of the Service Desk remain efficient and offer value for money to AQA.
• Additional detail: Training or development support may be provided.