Service Desk Team Manager

CGI Group Inc.; Bridgend; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading technology services company in Bridgend is looking for Service Desk Team Managers to lead a multi-skilled team of analysts. In this role, you will inspire your team, set performance goals, and ensure compliance with quality standards. The successful candidate will possess management experience within a call center environment and demonstrate strong leadership skills. We offer a competitive salary, excellent pension, and a commitment to building a diverse community of tech talent.

Benefits

Competitive salary

Excellent pension

Private healthcare

Share scheme (3.5% + 3.5% matching)

Qualifications

• Experience managing a multi-skilled team in a Service Desk/Call Centre environment.
• Ability to inspire and motivate team members.
• Strong communication and interpersonal skills.

Responsibilities

• Manage a team of up to 25 analysts resolving customer faults and requests.
• Set measurable goals and provide coaching to improve performance.
• Conduct regular performance reviews and manage client escalations.

Skills

Team Lead/Management experience

Leadership experience

Job description

We're recruiting for Service Desk Team Managers to join our 5

Responsibilities

• Manage a multi-skilled team of up to 25 analysts responsible for identifying, triaging and resolving customer faults and requests.
• Inspire and motivate team members. Act as a strong, positive role model for behaviour.
• Foster a cohesive, creative and comfortable working environment, mediating any interpersonal issues within the team and supporting member wellbeing through the measures available at CGI.
• Set specific, measurable goals in line with our key performance indicators and provide coaching and support to improve member performance.
• Adhere to all HR policies and procedures.
• Monitor compliance and quality checks, actively looking to achieve positive customer service.
• Liaise with Senior Management to achieve strategic goals, SLAs and key financials defined by the business.
• Conduct regular 1-2-1s and performance reviews with members.
• Manage client escalations.
• Identify opportunities for improvements and drive cost reductions through increased efficiency.
• Ensure compliance with ISO standards.

Qualifications

• Team Lead/Management experience within a Service Desk/Call Centre environment.
• Leadership experience.
• Are you ready to take ownership of your career, solve real-world challenges and be part of a supportive, innovative team?

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because …

We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a member not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector.

Due to the secure nature of the role – All applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (SC) level.