Person Specification
POST: Service Desk Manager
RESPONSIBLE TO: QA, Support & Development Team Manager
MAIN PURPOSE OF THE JOB
BPD Zenith Ltd provides Maximo Consulting, Programming and Support Services to clients in a wide range of industries. The development of BPD’s Service Desk capabilities is fundamental to the delivery of a professional, customer focused support service.
The Service Desk Manager role is responsible for ensuring that Maximo service and change requests are dealt with professionally, effectively and in line with client Service Level Agreements (SLA’s).
The role is also responsible for leading the Service Desk in engaging in more proactive planning and support and organising the Service Desk to be flexible and adaptable in meeting the changing needs of BPD’s clients.
PRIMARY RESPONSIBILITIES
1. To supervise the delivery of Service Desk services, including:
§ Ensuring that requests are responded to and resolved in accordance with relevant SLA’s
§ Ensuring that Service and Change Requests are assigned to the correct development team members according to the complexity of the request and the technical skills needed to resolve the problem or incident logged
§ Managing the various rotas used to ensure that Service Desk services are staffed correctly
§ Arranging for new and existing staff to be trained in Service Desk procedures
§ Performing briefings to Service Desk staff regarding changes or deployments that may affect call volumes at the Service Desk
§ Assisting the Support Services and Project Services team in the provision of first, second or third line support when workloads are high, or where additional experience is required
2. To ensure that individual clients are set up correctly in the Service Desk (SLAs, Escalations, Communication Templates, contact details, workflows etc)
3. To act as an escalation point where difficult or controversial calls are received
4. To develop sufficient knowledge and understanding of Maximo to confidently lead, advise and coach new and existing Service Desk support staff
5. To positively promote the application of BPD’s ITIL3 Change Control processes
6. To check that Service Requests logged via a client’s self service portal are logged correctly and progressed in accordance with existing SLA’s
7. To ensure that the following Service Desk access channels are operating correctly:
§ ‘Normal hours’ BPD Service Desk telephone (land line and voice messaging services)
§ ‘Out of Hours’ Support telephone service (mobile phone and voice messaging services)
§ Various Self Service portals in use by BPD clients
§ Service Desk e-mail mailboxes and automated responses
8. Defining, producing and maintaining internal monthly Service Desk statistics and management reports for the attention of the QA, Support and Development Team Manager
9. To conduct regular Service Reviews for individual clients by collecting, analysing and presenting information about how well the service desk is performing in relation to SLA requirements
10. Representing the Service Desk in monthly Change Approval Board (CAB) meetings
11. Liaising with senior management
12. Liaising with change management
13. Monitoring and controlling how the Service Desk system is used in order to ensure compliance with ITIL3 standards and client SLA’s
14. To ensure that the Service Desk telephone is answered in a professional and courteous manner by whoever is assigned responsibility for it.
15. To ensure that the Service Desk telephone voice mailbox is regularly checked for voice messages left by clients
SECONDARY RESPONSIBILITIES
1. To ensure that the Service Desk system is well maintained, secure and patched to the latest patch levels
2. To keep abreast of all software developments, functional changes, security alerts, best practice and breaking news regarding the Service Desk system used by BPD
3. To log, chase, report and implement internally, all client generated Maximo PMR’s (Problem Management Requests) with IBM
4. To check for new and imminent Maximo versions, hot-fixes and patches and ensure that the business is aware of what they are and how they are to be implemented
5. To update Service Desk documentation (Procedures, User Guides, System and Functional Specifications, Quality Records, Templates etc) as and when required
MAXIMO DEVELOPER RESPONSIBILITIES
1. Adequately test and if necessary debug any code, scripts or reports
2. Document functionality of code, scripts and reports
3. Document testing carried out on code, scripts and reports
4. Follow version control procedures for the development of all code
5. Liaise with Consultants and Clients to clarify requirements
6. Record time spent on each task accurately to allow client billing
7. Attend training sessions as and when necessary
8. Any other activities that the Quality Assurance Officer may deem necessary
MEASURES OF PERFORMANCE
1. Successful completion of the probation period
2. Client Feedback
3. Quarterly and Annual Performance Reviews
4. Service Desk KPI’s
Attributes / Essential / DesirableQualifications
&
Training / Bachelor’s degree in Computer Science/Software Development or equivalent – minimum 2:1 grade.
IT Service Desk qualifications or certificates of formal training
Note: It is essential that the post-holder achieves Maximo certification within the first six months of employment. BPD will provide the necessary training and support to help with this achievement. / IBM Certified Deployment Professional in Maximo
ITIL3 Certification
IBM Certified Deployment Professional in Tivoli Change and Configuration Management Database (CCMDB)
Management or Team Leadership qualifications
Experience / IT Service Desk Supervision – minimum 3 years experience
Experience of establishing good customer focused relationships
Team Leadership – minimum 3 years experience / Understanding of Agile Project Management methodologies & Software Development Lifecycles
Skills
Knowledge / Good administrative/organisational skills
Strong communication skills both written and verbal (fluent in English)
Strong supervisory & team leader skills
IT literate with an underlying knowledge of multiple operating systems and VMWare etc
Personality
Attitude / Honest, reliable and must maintain confidentiality at all times
Well organised, self-motivated and able to work unsupervised as an individual or as a team member
Methodical approach to work with the ability to deliver under pressure and achieve deadlines
Present information in a clear and concise manner
Develop positive working relationships, both internally and externally
Presentable, professional, courteous, polite and extremely customer focused
Circumstances / Willingness to continue personal development and training, especially in achievement of IBM Maximo and or CCMDB certification
Willingness to provide occasional out-of-hours cover or depending on client and / or business requirements