As a Service Desk Manager, you will lead and develop the service desk function, customer relationship management, team performance and reporting within the Service Desk. You will be responsible for ensuring exceptional customer service delivery, efficient team operations and accurate reporting to support compliance and adherence to Service Level Agreements (SLAs) – Providing flexible support to a 24x7x365 service.

1. Team Management and Development

• Understand the strategic vision for the Service Desk and plan the long-term direction of the team alongside the Senior Service Desk Manager. 
• Provide team leadership, staffing mentorship and governance; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives. 
• Responsible for the recruitment and line management of the Service Desk team Leads. 
• Identify training requirements, provide mentorship to the team and peers in Bell where needed. Support the team with the development of technical skills needed through training courses and shadowing session 
• Oversee the shift rota(s) ensuring appropriate level of support is always available.  
• Ensure that changes to support, or to the tools used to provide support, are communicated effectively to the team 

2. Service Delivery Management

• Oversee end-to-end ticket lifecycle management including logging, triage, assignment, escalation, resolution, and closure, Aligned with ITIL best practice. 
• Ensure service levels (SLAs) and customer satisfaction targets are met or exceeded 
• Maintain accurate records of team activities, support issues and performance statistics  
• Oversee all incoming service desk requests (incidents, service requests, problems) to ensure timely and accurate handling  
• Work closely with Service Delivery Managers and other Key stakeholders across Bell to drive process and service improvement.

3. Reporting

• Monitor and report on key performance indicators (KPIs)
• Provide regular reports and dashboards to management, identifying trends, gaps and improvement areas 
• Set team and individual performance objectives alignment with organisation and department goals
• Ensure outages are created correctly and any associated processes are followed such as informing the customer or making Front End Message (FEM) live on the system
• Conduct regular reviews of service desk activities such as quality checks to identify areas for improvement to enhance service
• Create and review procedures, documentation, and knowledge articles
• Communicate new processes and procedures to the service desk team
• Produce reports (both defined and ad hoc) in timeframes as required 

4. Service Transformation

• Support the development of tolls and processes that reduce/remove unnecessary tasks, maximise productivity and ensure SLAs/KPIs are met.
• Lead and promote continuous Service improvement within the Shared Service Desk. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time.
• Introduce Automation, Self-service capabilities to reduce manual effort and improve resolution times.
• Drive adoption of modern ITSM practices and service management frameworks.
• Implement shift-left strategies, knowledge management, and improved service channels.
• Lead tooling improvements (ITSM platforms, chatbots, knowledge bases, automation tools).
• Identify opportunities for process optimisation and efficiency gains.
• Define and implement a service improvement roadmap aligned with organisational strategy.

Person Specification
• Aligns with Bell Values
• Demonstrate professionalism and inspire confidence when working with the team and senior management, both on the phone and face to face
• Self-starter and problem solver – able to work independently using your own initiative but also a strong dependable team player
• Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
• Professional/flexible approach to work; ensuring punctuality and diligence with the aim to provide our customers with the best possible service
• Willingness to learn quickly and adaptable as the situation requires
• Disciplined prioritisation, time management and scheduling abilities both for projects, Service Operations delivery, and individual tasks
• Strong attention to detail and accuracy
• Able to influence others to achieve set goals
• Strong emphasis on delivering an excellent customer experience, while working under pressure
• Can work under pressure in a fast-paced environment and ensure agreed targets are met
• Ability to learn new skills while following agreed operating procedures
• Have a logical approach to problem solving

Experience
• +5 years in a service desk or IT support environment, with previous experience in a leadership or supervisory role
• Proficiency in service management tools (e.g., ServiceNow or other equivalent ITSM platforms)
• Experience adhering and working towards agreed SLAs and KPIs
• Able to demonstrate experience delivering exceptional customer service
• Experience following processes with a level of experience documenting processes and operational procedures
• Proven experience delivering service transformation or improvement initiatives.
• Strong understanding of ITIL fundamentals
• ITIL Foundation qualification
• Strong stakeholder management and leadership skills.
• Ability to work on your own initiative as well as part of a wider team