Position Description:
We are actively recruiting for a Service Desk Team Manager to be based in our Solihull office. The role offers a fantastic opportunity to become a Manager in an Award Winning, World Class Service Desk.

Service Desk Team Managers are required to:
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

Essential Criteria:
Proven experience in a leadership position
Experience of managing performance, formally or informally
Excellent communication skills: written, verbal, report writing and presentations
Excellent time management, organisational and delegation skills
Problem solving capabilities
Good standard in IT literacy in particular Microsoft Office applications
Self-motivated
Salary;
£23,250 – £27,975 per annum
25 days’ annual leave plus Bank Holidays

Hours of cover
37.5 hours a week
Shifts are on a rota basis between 07:00 – 20:00.
5 days a week, flexible between Monday and Sunday.
Office:
31 Home Rd, Solihull, B91 3QJ
In order to obtain the relevant security clearance you must of lived in the UK for 5 years or more without any significant breaks. A significant break is considered to be 28 days or more.
From us you’ll get:
Access to our share scheme (3% + 3% matching) making you a member not just an employee.
You will also have the option to benefit from private medical and dental insurance, flexible retirement options and a cycle to work scheme.

Skills:
Leadership

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