Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( )

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1 Role Profile template Job Title Service Desk Manager Barnet Band and scale range BBB Reports to Head of IS Service area Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( ) Purpose of Job: To provide direction and leadership in delivering a 1 st class service desk function to maximise performance and ensure customer satisfaction. Provide world class support, advice and solution focused responses to the users of the council s SAP systems To continuously establish the needs of customers (internal and external), ensure these are met and give feedback as appropriate To ensure high quality staff are recruited and developed to deliver service objectives. To work closely with the Training & Communications Management Officer and Solution Process Manager to ensure a coherent and unified approach to the IS service delivery. Key accountabilities Specific Responsibilities To ensure a high quality, responsive service to the to the user communities To ensure all problems and queries from users are resolved in a timely and professional manner and that client queries are owned by staff from identification to resolution Analysis of client business problems, working with them to identify and document solutions for changes to systems and/or services and ensure these solutions are delivered efficiently and effectively Provide direction and leadership to the Service Desk agents seeking creative solutions to continually improve performance. Ensure all staff in the team receive training and development to enable them to fully exploit systems to improve productivity and customer service Identification, monitoring and publication of Service Levels in relation to IS Service Desk performance. Provide Management information, identifying opportunities for continuous improvement, as required. Ensure that all IS services deliver the council s objectives and meet its future vision working closely with all service managers across the council Oversee Service Desk operation to ensure the implementation and delivery of services are responsive to customer requirements. Ensure professional advice, guidance and problem resolution support is providing clarity and promoting best practice and enhancing internal processes as identified. Contribute to the delivery of the Communications Strategy.

2 Work closely with the Training and Communications Management Officer to meet training needs identified and providing input to communications. Work closely with the Solution Process Manager on recurring problems, or areas identified for improvement coming into the Service Desk. Proactively manage the Key Business User Programme, Work closely with the other IS support functions to ensure the effective delivery of corporate directives, joint solutions and systems Challenge and report on all risks or inefficiencies in the delivery of transactional services and remedy/improve as appropriate Team Management Provide professional direction and leadership to ensure that the Service Desk delivers high quality, customer focused services within the council s objectives and corporate plan. Inspire lead and coach team. Set team and individual performance objectives linked to those of the Directorate and organisation. Undertake appraisals and ensure regular one-to-one meetings with staff take place as appropriate and ensure targets are met. Deliver efficient, timely and responsive communication processes within and between teams. Ensure staff benefit from development opportunities that continually improve personal and organisational performance and increase levels of job satisfaction Recruit, induct and train new staff and develop succession practices that ensure a vibrant and positively challenging team ambience Strategy, Policy and Procedures As part of the management team for IS support services, take an active role in developing and delivering strategy for the division Develop, monitor and review procedures and systems to ensure competent and efficient teams that achieve agreed deadlines and targets Develop operational strategies relating to Service Desk operations including service delivery plans, service level agreements and business plans. Maintain an awareness of relevant technical and legislative changes and their impact on the work of the section. Review strategies and procedures in the light of such changes, making recommendations for alterations as necessary in line with corporate aims and objectives. Monitor the effectiveness of the implementation of any change Keep abreast of relevant industry best practice to ensure dynamic and modern service provision Performance Ensure that you and your staff understand the needs of customers (internal and external) through regular surveys and the use of customer feedback to change and enhance service delivery

3 Ensure that you and your staff develop and understand all relevant performance indicators and use performance information to continually improve services at a team and individual level Through appraisals and day-to-day management, ensure staff perform to their maximum ability Proactively develop, manage and maintain customer relationships Anticipate and address potential risks to IS support operations Ensure a high level of confidentiality is maintained in all aspects of work Financial Responsibilities Assist in the overall organisation, planning and control of IS support services to ensure cost effective service provision and the continuing achievement of value for money Ensure Service Desk operations are provided within budget in accordance with the Director of Corporate Services Scheme of Delegation and the identification of over or underspends are identified and shared with the Head of IS at the earliest opportunity Respond to internal audit reviews and implement action plans within agreed deadlines. Manage risk assessments for the services and maintain the Directorate's risk log. Review business processes to minimise the risk of fraud, and alert CAFT in respect of any suspected incident. Flexibility In order to deliver the service effectively, a degree of flexibility is needed and the post holder may be required to perform work not specifically referred to above. Such duties, however, will fall within the scope of the post, at the appropriate grade The Council s Commitment to Equality Deliver the council s commitment to equality of opportunity both in the provision of services and as an employer. Promote equality in the work place and in the services the council delivers

4 PERSON SPECIFICATION Qualifications required Type Professional qualifications/memberships Education Experience Level required ITIL Foundation Level or a commitment to achieve this A project management qualification or a commitment to achieving this At least 3 years experience of managing Support Teams, or Service Delivery in a diverse organisation Ability to make decisions to ensure highest level of service always provided. Experience of managing high volume, time critical activities to high standards of customer care Technical / Knowledge Requirements Type Customer Care IT Description High level of understanding of the operation of a customer- focused service Excellent knowledge of the inter relationships between HR, payroll and pension activities. Strong background in Service Desk Management Competent user of Microsoft products. Behavioural Competencies Competency Staff management Time management Teamwork Change management Influencing & negotiation Level Ability to lead staff through effective appraisal, coaching and performance management. Ability to motivate staff, set priorities and targets, direct and plan work to provide an integrated service to meet service standards/deadlines Ability to manage own workload and to meet deadlines Able to work working effectively in providing leadership to a team Able to contribute effectively and provide collect leadership as part of a senior management team Able to make sound and timely decisions based on an analysis of the relevant information and deliver innovative solutions to complex problems Strong interpersonal skills and able to challenge, support, influence and engage senior management and peers. Ability to develop and maintain excellent working relations with internal and external stakeholders

5 Project management Leadership Management & Performance Communication skills Effective user of consultancy and project management tools and techniques. Able to provide leadership to staff in a complex environment. Able to provide vision and direction to team members Ability to initiate and implement service improvements Ability to maintain and develop performance indicators for services and use them proactively to improve performance Able to deliver the council s commitment to equality of opportunity both in the provision of services and as an employer Able to communicate effectively with colleagues and customers at all levels June 2006