Helpdesk Team Manager
Fujitsu UK and Ireland is a leading IT systems, services and products company employing 11,400 people with an annual revenue of £1.7 billion. Its business is in enabling its customers to realise their objectives by exploiting information technology through its integrated product and service portfolio. This includes consulting, applications, systems integration, managed services and product for customers in the private and public sectors including retail, financial services, telecoms, and government, defence and consumer sectors. Description of Project:Responsible for providing 1st and 2nd line support to 3200 users across 38 locations in the UK working on a client account that manages over 6000 contacts per month in support of the contract. Working closely with supporting SDUs in the delivery of service, the desk plays a key part in understanding our customer’s business & demands This role is a great opportunity for an existing Team Manager who wants to gain greater experience in a people and customer management position. The role requires managing the delivery of the service through a team of 16 people.This is a customer facing role with regular client meetings. Being part of a show case environment, there is high exposure to frequent visits from internal and external customers.Key Responsibilities:Work on own initiative & act as integral part of the Operational team to influence the forward direction of activities.Further develop Sense and Respond culture utilising Lean tools adding value to the customerUnderstand the customers business & what matters to themManage the resourcing and workflow of the team to meet SLA Monitor team / individual performance, motivating staff to achieve potentialResponsible for ensuring achievement of all applicable SLAsBe adaptable and able to drive the teams and operationBe proactive, understanding and improving both business & operational objectivesSkills Required:Proven leadership skillsHave excellent individual and interpersonal management skillsKnowledge of finances Analytical abilityAbility to progress operational change via initiativesExcellent communication skillsPreviously supervised / managed a helpdesk support teamExperience of working within a client facing environmentWhat we are looking for in you:Fujitsu is primarily a “People Company” and its success is built on the skills, knowledge and expertise of its people. The role requires a self-starter with good communication skills with the ability to build and maintain relationships with customers and stakeholders. In return we will offer a comprehensive training programme within a supportive team with the opportunity to progress.The Benefits This is a unique chance to work with a global organisation who can offer a great career path and generous benefits package: • Competitive salary on application.• 25 days paid holiday.• Up to 10% pension scheme.• Up to 15%bonus scheme• Training and career progression possibilities.