Service Desk Manager

Vorboss is building London’s next-generation, business fibre network. This is a responsibility that we take seriously; we understand that for most businesses, reliable fibre internet is as important as heat, electricity, and water. We want to completely change the fibre network in London (and beyond) and we’re on the hunt for smart, talented people to join us. At Vorboss, we do the right thing - no matter what. Our unwavering focus on engineering excellence and unrivalled commitment to customer service is trusted by the most important organisations across the UK and Europe in the technology, pharmaceutical, financial, and e-commerce industries.

We’re proud to have earned one of the best reputations in the industry and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success.

We’re looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be ‘the best job that someone ever had’, regardless of how long they stay with us and promise to provide a supportive workplace based on respect and trust.

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This position is within Optimity, a recently acquired subsidiary of Vorboss. Optimity is a fast-growing, value-added managed service provider with a strong track record in the ISP marketplace.

As a Service Desk Manager, you will work with a broad range of clients ensuring smooth delivery and maintenance of a portfolio of IT and Network products. You will take a proactive and calm approach to service escalations and troubleshooting with commercial sensitivity and acuity. The success of the role will allow Optimity to grow and develop existing business and create long-term relationships with clients.

The success of the role will allow Optimity to grow and develop existing business and create long-term relationships with clients.

Leading your team, you will provide exceptional customer support on all of Optimity’s products and services, inline with service level agreements and adhere to all service management principles.

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• Answering all incoming customer communication (emails/call) in line with service level agreements.

• Develop a Customer First culture within the team as they represent the main route for all customers to access the ICT Services.

• Monitor and repair network faults, promptly responding to service failure.

• Provide support for IT services.

• Ensuring that all cases are logged and updated in the Company’s CRM system.

• Assist in the recruitment process, taking part on interviews.

• Establish good relationships with the client representatives and client satisfaction as a main objective, including excellent relationships with the client, agreeing the points of interaction and escalation, acting with cost and margin sensitivity, ensuring the customer is aware of the SLAs avoiding conflict.

• Proactively identify risks and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or impact to the client.

• Ensure quality service in collaboration with the appropriate provisioning functions, making sure that the right employees, equipment and product are deployed and available and that the service delivered meets the quality requirements agreed with the client.

• Problems and issues that cannot be resolved by 1st and 2nd Line Engineers and/or other Optimity employees are escalated as appropriate within the Management structure. The Service Desk Manager acts as an interface into escalation management and will critically ensure that the client is communicated with consistently and appropriately.

• Actively ensure that root cause analysis is undertaken for ongoing issues.  Ensure the root cause is defined to a level that is clearly understood by the relevant heads of departments as to drive the improvement within the business

• Manage Case queues within the system.

• Refer faults to carriers and suppliers and chase effectively.

• Ensuring that all cases are logged and updated in the Company’s CRM system.

• Resolving all queries within agreed service level agreements and escalate as appropriate when this has not been possible; ensuring that the customer is kept informed of progress/status.

• To arrange for external technical support where problems cannot be resolved in house.

• Manage the employee relations, supported by the Talent Team, for the members of its team: 121s, probation meetings, reviews, etc.

• Resolving all queries within agreed service level agreements and escalate as appropriate when this has not been possible; ensuring that the customer is kept informed of progress/status.

• Use the close relationship with the client and assist the Sales team to identify opportunities to up sell services and to track other opportunities that may emerge.

• Assist with and optimise the contract renewal process. With data driven reflections of the SLAs that have been met.

• Contribute to the various areas of the business to ensure the performance of 3rd party suppliers within the account is appropriately managed.

• Fully ownership of client complex projects and escalations, doing what is needed to ensure success and client satisfaction.

• Assist with effective on-boarding of new clients.
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This list is not exhaustive, and the tasks assigned might increase as per company’s needs.

• 5-years’ experience working within an ISP/MSP/Data Centre.

• Degree educated within IT Science/Telecoms degree.

• Basic technical IT knowledge.

• Problem solving.

• Experience in customer relationship or service management or equivalent.

• In depth understanding of service contractual requirements and obligations.

• Excellent time management skills and the ability to work effectively and efficiently.

• Organised, methodical and flexible.

• Experience leading a team.

• Strong business skills with demonstrable track record of achievement.

• Resourceful, self-motivated and decisive with strong decision-making capability.

• Understanding of basic IT infrastructure principles an advantage

• Good verbal and written communication skills.

• Proficiency in Windows packages.

• Excellent time management and organisation.

• Have a high attention to detail.

• Be highly organised and deadline focused.

• Be a team player.

• Have customer focus.
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DESIRED REQUIREMENTS:

• Knowledge of CISCO, Juniper and CRM Systems.

• Working towards CCNA.

• Understanding of Project Management.

We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that youcan access.  

•    Employee Share Plan

•    Company pension scheme. 

•    Bonus scheme. 

•    25 days of annual leave allowance that increases with years served (excluding bank holidays). 

•    Private Healthcare. 

•    Life assurance.

•    Income Protection.

•    Access to Spill, ourmental health support partner. 

•    Cycle to workscheme.  

•    Half price gymmemberships through the healthcare provider. 

•    Free eye test. 

•    Travel loan. 

•    Hastee app, to help manage your salary and finances. 

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.

This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination.

Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.  

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