Service Desk Manager

Location: Manchester, M22 5LW (flexibility for some homeworking & office working, Hybrid)

Hours: Monday to Friday 09:00 – 17:30, with a 60-minute lunch break

Salary: up to £50k – negotiable depending on experience


About Us:

BCN Group is a fast-growing provider of digital transformation and IT managed solutions to UK businesses. We provide a full suite of solutions comprising on-premise, hybrid and cloud hosting solutions, Azure cloud migration services, Microsoft product development, application support, voice solutions, data management and hardware sales and maintenance.

You will be joining a business which has grown significantly in the past 2 years, has ambitious expansion plans and continues to invest in its transformation projects and its people.


Opportunities in role:

  • Lead a team of 30+ engineers and 4 team leaders in a fast paced and rapidly evolving environment.
  • Define and improve ways of working and operational standards focusing on customer experience.
  • Be part of a rapidly growing and fast paced business, working alongside some of the most talented and passionate people in the industry.


Focus of the role:

The Service Desk Manager’s key duties will be to:

  • Promote and nurture a culture of growth, positivity, customer focus and strong work ethic.
  • Provide overall management of the Service Desk function, ensuring all service management procedures are followed, updated and within agreed SLAs.
  • Monitoring and reporting on service levels for all open tickets in the Service Management system.
  • Drive improvement initiatives aligned with customer experience and driving efficiency.
  • Fanatical about customer service and be the single point of contact for customer complaints, trend analysis, none-technical escalation and outreach exercises.
  • Handle Account Manager queries and drive resolution.
  • Ensure the team have active training and development plans.
  • Handle Major incident escalation’s where required.
  • Manage small scale projects such as integration works for future BCN Group acquisitions.
  • Customer onboarding involvement (build relationship early, understand customer, what they do, who they are, etc.)


Person specification:

  • Experience in a similar role
  • High energy and drive
  • Obsessive about detail and consistency
  • Strategic and forward planning thought process
  • Capacity and hunger to learn
  • Wants a career, not just a job


Core Skills:
  • Possess excellent organisational, communication and time management skills
  • Ability to solve issues with clear methods while knowing when to take intuitive leaps
  • Able to guide technical discussions with both technical and non-technical audiences
  • Strong technical awareness/understanding to provide context with decision making
  • Awareness/or qualification in ITIL


Why BCN:
  • The opportunity to shape your own future with industry leading training and development and access to our BCN Academy
  • Highly competitive salary with annual salary reviews
  • 23 days holiday increasing with length of service and the option to buy additional leave
  • Hybrid working
  • Birthday off
  • Health cash plan with free access to a confidential Employee Assistance Programme (EAP)supporting bereavement, financial, health and wellbeing, and much more
  • Life assurance
  • Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts
  • State-of-the-art office with free parking
  • Free 24-hour on-site gym (Manchester)
  • A gift from us for expectant parents!
  • Long service gifts to celebrate the milestones
  • Beer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances!), dress down every day, social events such as Summer BBQ, plus more!

Service Desk Manager

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