Service Desk Operations Manager

Role Purpose
The Service Desk Operations Manager will lead a front-line team whose focus is about providing a friendly, knowledgeable, personalized and efficient IT experience for the Client’s employees.  The Service Desk Operations Mgr. will work closely with the Service Delivery Manager and Delivery Executive and will ensure that all Service Desk Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the CLIENT in accordance with the Agreement.  This includes managing and monitoring of SLAs, the ongoing management of Service Desk Operations to provide the agreed levels of service, and continually and proactively working to improve service delivery, value-add and meet sustainability targets.  Reports to North America Service Desk Practice Leader. 

Key Accountabilities
• Manages the Service Desk Team Agents and Team leads to provide delivery for the customer contracted service commitments & continual service improvements driving development, effectiveness and innovation. 
• Develops effective relationships with customer’s management team.
• Actively owns service risks & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer). 
• In conjunction with the customer identifies & defines continuous service opportunities and manages deployment and acceptance into service (in conjunction with client).
• Proactively leads internal and external staff in a service partnership as ‘One Service Team’.
• Leads the continual improvement of Service Delivery standards & practices.

Competencies
• 5-7 years’ strong experience in a Service Desk Management role in Managed Services 
• 7+ years of people and organizational leadership experience.
• Proficient with managing and delivering superior Customer Satisfaction - when needed can develop and implement a Continuous Service Improvement Action plan.
• Strong English written and verbal communication skills and capable of interfacing directly with clients.
• Good data analysis and reporting skills - expected to use metrics, dashboards, and reporting tools to drive performance improvements and accountability and skilled at presenting data
• Able to manage medium size teams (<60) 
• Proficient with Microsoft 0365 including Word, Excel and PowerPoint, Teams
• ITIL Certified is a plus but not required
• Customer and ‘people-first’ demeanor.
• Ability to adapt quickly and guide teams through ambiguity and evolving priorities.
• Outstanding collaboration skills
• Highly driven with a focus on quality. 
• Demonstrated critical thinking, analysis, and independent problem solving skills
• Knowledge of quality and workforce scheduling management tools.
• Strong experience with ServiceNow/ServiceNow Reporting - required
• Experience with NICE CXone is recommended but not required 
• Experience with AWS Contact Center is recommended but not required 
• Experience with Nice Workforce Mgt is a plus
• Proven ability to manage high-pressure client environments with frequent escalations.
• Skilled in navigating complex stakeholder relationships and maintaining client confidence during service disruptions.
• Ability to foster a culture of ownership, accountability, and continuous improvement.
Key Performance Indicators 
• Service performance meets all SLAs and key performance indicators (KPIs) .
• Works with SD Operations to identify gaps and specific actions, works with team to ensure awareness and demonstrate effective management of improvement actions. 
• Ensures chargeability reporting completed weekly.
• Maintains acceptable conduct according to all policies and procedures.
• Maintains organizational effectiveness and efficiency by supporting, implementing and communicating strategic plans.
• Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to Operations Management.
• Understands and works within SLA’s and KPIs to fulfill obligations.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Drives improvement and accountability for team based on QA and customer satisfaction feedback.
• Maintains a strong working relationship with clients and coworkers.
• Acts as point of contact for client inquiries and escalations.
• Identifies possible risks and promptly follows communication paths to initiate necessary mitigation actions;
• Identifies and recruits appropriately skilled and capable people
• Able to manage and develop team performance
• Manage team to ensure cost effective results. Monitors work and reports on progress against service level, cost, time, specification, as appropriate
• Able to manage and develop team.  Leads and motivates, develop skills, and coaches technically.
• Ensures the best induction & integration of new Joiners, ensuring training is maintained and delivered 
• Promotes a continuous improvement environment by mentoring tenured and junior team members on assigned tasks
• Manages resources and workload effectively (including performance reviews, personal development plans, and absence management)
• Holds regular team meetings to deliver key messages