Head of Global Service Desk

Indigo; Magor; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecom company in Magor seeks a Head of Global Service Desk to manage teams and ensure customer satisfaction through effective incident management and leadership. Previous experience in a 24/7 service environment and ITIL qualifications preferred. Join a diverse team with strong growth and development opportunities.

Benefits

Professional growth opportunities

Inclusive culture

Commitment to employee well-being

Qualifications

• Experience managing a 24/7 Support Desk in a high-paced environment.
• Proven track record in customer service.
• Competent in developing procedures and documentation.

Responsibilities

• Line manage the Global Service Desk and Access Management teams.
• Provide support in incident management and reporting.
• Drive continuous improvement within the Global Service Desk.

Skills

Leadership skills

Communication skills

Organizational skills

Customer-facing skills

Incident management

Education

ITIL v4 qualification

Job description

Overview

Reporting to the Support Services Director, the Head of Global Service Desk provides leadership to the Global Service Desk (GSD) shift teams, the Vodafone International Dispatch Control Centre (IDCC), Global Service Desk Trainer and Access Coordination teams, acting as a point of escalation to ensure that customer SLAs/KPIs are met or exceeded. The Head of Global Service Desk is accountable for the delivery and achievement of the customer SLAs. The Head of Global Service Desk must be clear and concise in all forms of communications and take ownership of incidents in a calm and efficient manner. Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately. The Head of Global Service Desk role is a line management role to the shift team leaders, IDCC Manager and the GSD Trainer.

The Head of Global Service Desk is required to work very closely with all departments within Indigo and its Service Partners and, as such, will need to develop good working relationships with members of staff within these departments.

The post holder will be required to take on any additional duties which may be considered within the remit of the role.

Principal Accountabilities / Objectives

• Line manage and lead the day-to-day operational activities of teams of Global Service Desk Team Leaders, Global Service Desk Senior Coordinators, and Global Service Desk Coordinators, providing 24/7/365 Global Service Desk support to the entire Indigo customer base.
• Line manage and lead the day-to-day operational activities of the Access Management team.
• Line manage and lead the day-to-day operational activities of the Vodafone IDCC consisting of the IDCC Manager, IDCC Senior Coordinator, IDCC Day Shift and IDCC Shift team.
• Maximise utilisation effectively and methodically.
• Take ownership of incidents and manage to resolution.
• Work with the Service Management team to complete root cause analysis, Indigo Corrective Action Plan (ICAP) reports, implementing improvement actions where required.
• Assist Service Management in correlating customers’ statistics and reports for billing and performance measurements as per customer contracted Service Level Agreements (SLA).
• Maintain customer SLA's and Key Performance Indicators (KPI) as per customer contracts.
• Prepare monthly Global Service Desk Board Report.
• Be part of an escalation call-out rota for out of hours managerial support.
• Support the Group Operations and Sales team in pre-sales and bid support.
• Review, raise and approve relevant sub-contractor invoices & purchase orders.

Main Responsibilities

• Manage and lead the Global Service Desk team leaders and the IDCC Manager along with the Access team coordinators and GSD Trainer by monitoring and supporting their performance standards, training, and development needs, and complying with company performance management procedures; to hold annual and bi-annual appraisal reviews.
• Transition new contracts into service where required.
• Act as a key point of escalation within the management escalation matrix.
• Provide incident management and reporting as required.
• Maintain work schedules and rotas, analysing and managing the associated risks.
• Review and improve existing Global Service Desk procedures and develop new as required.
• Provide regular operational feedback to the Chief Operating Officer/Support Services Director.
• Hold regular team & individual meetings with the Global Service Desk staff; provide coaching to the Global Service Desk staff to enable them to reach their full potential.
• Hold regular team & individual meetings with the IDCC staff; provide coaching to the IDCC staff to enable them to reach their full potential.
• Train, advise, coach and mentor direct reports; set objectives, hold regular one to one review, monitor individual performance and complete mid-year and annual appraisals.
• Provide support to project related activities as required.
• Provide support to Logistics lead as required.
• Attend & lead customer Service Review Meetings (SRM) as required.
• Own and comply with relevant ISO procedures (e.g. Maintenance), suggest improvements and ensure that the Global Service Desk meets any relevant quality standards.
• Ensure safety, health, environment & quality standards within the Global Service Desk comply with company standards.
• Be part of a monthly rotation management escalation call out rota.
• Maintain safe working practices for self and others, in accordance with company health and safety procedures.
• Drive the continuous improvement process throughout the Global Service Desk.

Skills/Knowledge/Qualifications

• Experience of managing a 24/7/365 Support/Service Desk in a high paced environment.
• Experience within a NOC environment.
• Ability to provide effective managerial support to the Global Service Desk, Vodafone IDCC and GSD Trainer.
• Must possess highly developed leadership and management skills along with excellent communication skills.
• Must possess excellent organisational skills with an ability to respond to and act promptly on all tasks.
• Must be competent at reviewing and developing procedures and associated documentation.
• Excellent customer facing skills with a proven track record.
• ITIL v4 qualifications are highly advantageous.

Working Environment

The main location of employment is the Magor Head Office. The role will also require the Head of Global Service Desk to attend customer sites/meetings on occasions.

At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us.

At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.