Operations/Service Desk Manager

The Company: Everon

Are you living in the Leeds area? Do you love working with the latest technology? Do you enjoy seeing the smile on a customer’s face when you help them solve a problem? Are you detail oriented, organized and self-motivated? Do you want a say in the way you work. If so – then read on…

The Company: Everon is Managed Service Provider. We provide ongoing IT support to our clients which include Law Firms, Financial Firms, Medical Practices, Constructions Companies, Non-Profits and Engineering firms. We love providing world class customer service and get a kick out of implementing the latest technologies.

If you set the bar high and love working with great tech such as Cisco, HP, Dell, Datto, Microsoft and Sophos – then come and join our team!

The role: Operations/Service Desk Manager

The number one goal of everyone in our team is to make our Clients exceptionally happy. This is especially true of the Operations/Service Desk Manager role.

The Operations/Service Desk Manager oversees the building, leading & growing a team that includes Junior & Senior Helpdesk / Network & System Engineers, Project Engineers, Support Staff along with a series of Trusted Contractors and Vendors.

The Operations/Service Desk Manager has a pivotal role in leading the Service Delivery Team to make sure that they’re efficient, profitable, happy, productive and (most importantly) continually getting amazing feedback from our Clients.

The things you’ll love:

  • Work from home policy
  • All the equipment you need to get your job done, including company Laptop and Phone
  • Paid parking
  • Company profit sharing
  • Free Flu Jab
  • Free Fruit and drinks
  • Cycle to Work Scheme
  • Working in a fun collaborative team that supports each other
  • Work in attractive office space – The office has: Table football, Nintendo switch, PlayStation and think pods for those quiet times.
  • On-site weekly boot camp funded by the company.
  • Contributory pension scheme.
  • A tailored professional and personal development plan.
  • Receive up to 10 days training per annum, relevant to your position.
  • Bi-Monthly socials
  • Take part in regular events and activities outside of work. This is for charity or just for fun.
  • Free financial wellbeing advice from L & G.

Skills & Requirements:

  • Great Communications skills, founded in being a good listener
  • Experience in Scheduling and Resource Management
  • IT Literate –Advanced User level
  • Management & Leadership Experience of an IT Service Team
  • A deep desire to deliver an amazing Client Experience
  • The ability to speak both Geek and Human
  • The ability to keep up with & adapt to the fast-paced IT world
  • Ability to handle difficult and demanding customer environments
  • Broad technical knowledge of hardware and software desktop and server environments
  • Professional and presentable at all times
  • 5 Years’ Experience within the IT MSP industry

Responsibilities:

Customer management

  • Provide a point of contact for non-technical issues & escalations for our Clients
  • Liaise with Clients to make sure that they are happy and our team and solutions are running smoothly and are adequate for their current & future needs
  • Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)

Development/use of our PSA

  • Use our PSA to manage and monitor all Client-facing activity
  • Develop and use the platform to introduce new processes when required
  • Introduce/Expand automation of business processes where possible
  • Reporting of KPIs and other relevant data

Communication, reporting & risk

  • Identify, Communicate and Mitigate potential risks to the Company and Clients
  • Create and be Accountable to Regular Reporting to the Leadership Team
  • Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future
  • Manage client expectations to ensure that the Team can deliver on what is promised

Team work

  • Lead, Manage & Mentor the Service Delivery Team.
  • Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team
  • Creating, Managing & Improving Training Plans for all Team Members
  • Coordinate, schedule and staff the Service Team to high utilization
  • Support the Team and Clients with any unusual/high-level issues that arise
  • Review and approve Timesheets & Expense Reports
  • Daily queue review / stack management
  • Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our Clients

Numbers and metrics

  • Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics
  • Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics
  • Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core Values

The Location:

Everon is based in Leeds just outside the city centre. This is a great place to live and work because of the vibrant culture, there is always something going on. Most of our customers are less than a 30-minute drive from the office.

Why Should You Apply?

  • Variety – Our work takes us to lots of different and interesting places. If you love variety then this job is for you! Some days you will be in the office and others out on site… maybe an urban farm one day, another day, at a Law firm, and a Construction site the next.
  • Great culture – Work for a company that provides flexibility and a great working environment – work from home, great benefits and the chance to give back to your community.
  • Great Tech – We only use awesome industry leading technology. You will get to run up the latest and greatest equipment to keep you up to date.

How to Apply?

Please send a and cover letter and CV with your first computer noted to [email protected]. This is for a Full-time position.

Recruiters need not contact us, Principals only.

Benefits:

Job Types: Full-time, Permanent
Salary: £35,000 to £50,000 /year, depending on candidate