Service Desk Team Manager — Lead, Coach & Drive Excellence

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

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.