Head of Service

In this role, I will task you with the following responsibilities: - Lead, manage, and develop a team of helpdesk personnel and team leaders across multiple shifts. - Ensure the Helpdesk function meets or exceeds defined SLAs, KPIs, and customer satisfaction targets. - Oversee day-to-day service operations, including incident, request, and escalation management processes. - Implement and maintain ITIL best practices across all helpdesk operations. - Monitor and report on operational metrics and performance trends, providing regular updates to senior leadership. - Ensure that reporting meets the consolidated group requirements for KPIs and measures. - Collaborate with Service Delivery Managers, Account Managers, and Technical Escalation teams to resolve issues and facilitate continuous service improvement. - Drive standardization and automation of helpdesk processes to enhance service quality and efficiency. - Manage resource planning, including workforce management, shift patterns, and holiday coverage. - Support the onboarding of new clients and services into the helpdesk function. - Manage vendor and tool relationships relevant to the helpdesk platform (such as ticketing systems, telephony, and monitoring tools). - Contribute to strategic planning, budgeting, and operational forecasting for the helpdesk unit. - Handle bid management for enterprise-level customers. - Oversee customer escalation management, including both face-to-face and remote meetings to collaborate with the wider IT team on issue resolution and implementation of lessons learned. - Ensure thoroughness and learning from Service Delivery Manager relationships. - Prepare customer-facing reporting as needed, recognizing the necessity for automation of currently manual processes. - Address any other tasks reasonably assigned by your line manager from time to time. ---