Service Desk Manager

TD SYNNEX; Bracknell; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

TD SYNNEX, a global IT distributor, seeks a Service Desk Manager to lead its international support team. The hybrid role involves optimizing operations, managing service delivery, and fostering team development. Ideal candidates will have 3-5 years of leadership experience and relevant certifications. A competitive salary and comprehensive benefits are provided.

Benefits

Regular annual salary reviews

Comprehensive benefits including paid leave and retirement plans

Clear progression plan

Elective Benefits tailored to country

Formal programs on leadership and professional development

Life Empowerment Assistance Program

Peer-led inclusive communities

Qualifications

• Relevant experience in leading support teams (3-5 years in a similar role).
• Awareness of enterprise technologies.
• Computing or Networking recognized Certification (e.g. CompTIA Networking+, JNCIS, CCNA).

Responsibilities

• Managing and optimizing the 24x7 service desk shift rotation.
• HR and operational management of the 24/7 service desk team.
• Drive continual improvement through KPI and Audit design.

Skills

Leadership

Problem Solving

Customer Management

Education

Computing or Networking recognized Certification

Job description

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As a Fortune 500 global corporation, operating in over 100 countries, TD SYNNEX values its diverse workforce of 22,000 employees. As the biggest IT distributor in the world, our mission is to provide top-notch technology solutions, empowering businesses and individuals to navigate the digital world safely and efficiently.

About the role:

As a Service Desk Manager, you will lead an international team of 24/7 desk service engineers. This is a hybrid office-based role working. The role is to ensure the effective quality operation of the 24x7 customer TechCARE support desk providing management and operational supervision of the staffing and shift working to ensure continued service operation. The position is accountable for the management, development, and continuity of service on the desk .

Team description: The 24x7 Engineer answers and logs technical support calls for a variety of networking and security products. Using fault trees and knowledge support materials, the 24x7 Engineer gathers information in conjunction with the client to investigate and isolate the fault, be it hardware and/or software, escalating faults beyond their experience or knowledge to Senior Support Engineers and the Vendor Support Desks.

What you'll do:

Managing and optimizing the 24x7 service desk shift rotation

Process design, implementation, documentation, and development.

HR and operational management of the 24/7 service desk team

Customer escalation and major incident management

Drive continual improvement through KPI and Audit design, development, implementation, monitoring and managing.

People development through mentoring & training

Contribute to the design and implementation or new services

What we're kindly looking for:

Relevant experience in leading support teams (3-5 years in a similar role)

Awareness of enterprise technologies

Computing or Networking recognized Certification (e.g. CompTIA Networking+, JNCIS, CCNA)

What We Offer:

We provide competitive compensation with regular annual salary reviews.

Hybrid work - (2 days at the office, 3 days at home)

We value continuous learning and provide a clear progression plan.

We provide comprehensive benefits including, paid leave, retirement plans, and more.

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What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.