• Manage the daily operations of the IT Service Desk department. 
• Evaluate performance and hold direct reports accountable for performance and address any performance issues appropriately. 
• Hire, promote and performance manage
• Work with ER to enforce company policy.
• Develop and maintain team training program, including training documents and materials. 
• Train new hires and team on updated processes, regulations and requirements. 
• Provide continuous training allowing for follow-through and follow-up. 
• Develop and identify improvements to current processes that improve the productivity and quality of the team.
• Work with Leadership to establish department goals and objectives. 
• Detail steps to achieve objectives and delegate tasks appropriately.

Skills: Operations Management, Performance Evaluation, Team Leadership, Training Development, Process Improvement, Strategic Planning, Goal Setting, Task Delegation

• Ensure that the team works within established troubleshooting guides
• Have the knowledge base to resolve tickets promptly and provide responsive resolutions for support tickets. 
• Ensure the team maintains a high level of customer service with all transactions.
• Troubleshoot and provide excellent customer service to Senior and Executive level management. 
• Use expert knowledge of company systems, software, hardware and processes to handle escalations and complex issues.
• Lead the engagement of various teams throughout the organization with a service mindset, focusing on ensuring end-user satisfaction.
• Handle large-scale administrative IT projects that require knowledge of infrastructure.
• Develop and monitor team SLAs and KPIs. Run, monitor and analyze reports and provide updates to leadership. 
• Implement related improvements as suggested by data and knowledge of challenges.
• Build and maintain relationships with internal and external key stakeholders.

Skills: Troubleshooting Expertise, Customer Service Excellence, Escalation Management, Project Management, SLA and KPI Development, Data Analysis, Stakeholder Engagement, Service Mindset

• Provide leadership and expertise to the Help Desk team, managing team resource assignments, projected task completion dates, and prioritization of activities based on business impact.
• Responsible for the daily assignment, management and support of end-user requests, incidents and change tickets
• Effectively and efficiently managing the complete lifecycle of end-user requests for technical assistance.
• Cultivate strong relationships with end users throughout the organization and provide timely and effective communication to users on behalf of the Help Desk and IT as a whole 
• Acting as an operational liaison with C-level clients
• Coordinate the provisioning, configuration, asset management and regular system updates and upgrades of desktops/laptops/tablets and mobile devices.
• Supervise the administration of tools and processes for the provisioning of secure, well-managed and consistently configured user technology.
• Seek continuous improvement in tools and process automation.
• Collaborate with the IT Director in establishing, scaling, and managing a Tier 1 call center
• Take responsibility for overseeing team projects
• Participate in night/weekend on-call support rotation.

Skills: Leadership and Team Management, Incident Management, End-User Communication, Operational Liaison, Asset Management, Process Automation, Call Center Management, Project Oversight

• Managing the first-line technical support capability for BDUK applications and services
• Managing the relationships and flow of information to and from second and third-line support agencies
• Line management of BDUK’s first line Digital support capability
• Facilitating and promoting an ITSM culture
• Work to continually improve service following BDUK’s overall culture whilst aiming to continually exceed customer expectations
• Engaging with BDUK’s functional teams daily and taking full ownership of their issues until satisfactorily resolved
• Supporting the Service Desk Lead to identify risks and mitigate them accordingly
• Developing service standards and procedures for the DDaT function
• Identifying service methods to improve overall efficiency and streamline
• Build strong relationships across the DDaT Function and external stakeholders (DCMS IT)

Skills: Technical Support Management, Stakeholder Engagement, ITSM Culture Promotion, Customer Service Improvement, Issue Ownership, Risk Mitigation, Service Standards Development, Efficiency Optimization

• Plans, assigns, and directs work
• Documenting and gaining approval for all service desk support procedures and system documentation
• Back-up assisting team members in answering calls, addressing service or escalation issues, and applying independent decision-making to resolve problems or escalate problems to the Associate Director or designee.
• Develops regular reports on help desk contacts
• Ensures that service levels are met
• Identifies trends and makes recommendations for service improvements
• Provides budgetary recommendations to management for service growth and/or improvement.
• Creates operating procedures and practices for the department Service Desk
• Establish and enforce the Service Desk service catalog and associated service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems.
• Collaborate across the department to identify and/or procure Service Desk software for internal staff and external clients.

Skills: Work Planning, Documentation, Problem Resolution, Reporting, Service Level Management, Trend Analysis, Budgeting, Software Procurement

• Proven ability to motivate and manage Customer Service Managers and a large team 
• Demonstrate influencing and persuasive skills, gaining buy-in from stakeholders
• Demonstrable strong coaching and development skills
• Previous management experience gained in a similar setting
• Capable of developing strong relationships internally and externally
• Track record of delivering high levels of customer service to internal and external customers.
• Flexibility in all areas of the role
• Computer literate including Microsoft Office i.e. Excel, Outlook, etc
• Experience working within the hiring industry
• Able to demonstrate success/improvement in areas of department results and performance

Qualifications: BA in Event Management with 3 years of Experience

• Experience working in a fast-paced environment and staying calm under pressure
• Experience working in a demanding administrative role
• Must have a keen eye for detail
• Be well-organized and able to multi-task
• Expert knowledge of Word and Excel, Google Docs and Gmail
• Reliable and prepared to put in extra time and effort
• Positive and approachable individual and a team player
• An ability to work autonomously with minimal supervision
• A proactive approach to work and regularly reviews how things are done to maximise efficiency
• Excellent written and oral communication skills

Qualifications: BA in Marketing with 2 years of Experience

• Strong competency with Outlook, Microsoft Word, Excel and PowerPoint.
• Capacity to learn and absorb a very large quantity of information quickly.
• Capacity to work in a demanding environment with exceptional diligence.
• Excellent written and verbal communication skills.
• Must be tech-savvy with strong attention to detail.
• Strong organizational and time-management skills.
• Ability to collaborate and work in a team environment.
• Must be receptive to ongoing, constructive feedback.
• Ability to learn and navigate proprietary CRM software.
• The ability to engage in dart gun wars and flip cup games

Qualifications: BA in Hospitality Management with 1 year of Experience

• Helpdesk/Desktop experience with demonstrated ability to work under pressure with a high degree of integrity and customer focus
• Working technical knowledge of current protocols, operating systems, and standards, including those associated with tablet and mobile devices
• Ability to manage a team of external and internal resources and hold them accountable to approved SLAs
• Support skills within Microsoft server/client environments
• A good working knowledge of hardware/software installation
• Ability to handle multiple priorities, meet demanding deadlines
• The ability to adjust to sudden changes in workflow, and maintain high-quality standards
• Excellent interpersonal and verbal and written communication skills
• High energy with a positive, customer-centric attitude
• Commitment to the core values of integrity, service, excellence, and courage to be bold

Qualifications: BA in Tourism Management with 4 years of Experience

• Previous management experience, managing staff and operations in a similar facility
• Strong customer service experience
• Excellent written and oral communication skills
• Strong team-building skills including the ability to lead, train, cooperate and contribute as part of a team
• Committed to learning, personal growth, and continual process improvement
• Excellent analytical, organizational, interpersonal and communication skills
• Must be change-adaptive, flexible, and empathetic
• Demonstrate initiative to think, work, and make independent decisions based on sound judgment
• Proficiency in Microsoft Office Suites (Word, Excel and/or PowerPoint) and Outlook
• Must obtain CPR certification within 30 days of hire through Company training

Qualifications: BA in Communication Studies with 2 years of Experience