Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on professional and financial services sectors, including private equity, venture capital, and legal firms, including the top ten UK law firms.
We are a Microsoft Gold Partner, a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited. We’re a pioneering and innovative organization; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers. Who rely on us to bring specialist expertise across cloud solutions, hybrid working, modern workplace, and a holistic approach to security. We have built a reputation as a company that keeps its promises and delivers quality.
About the role
This new position at DA presents an excellent opportunity for a customer-oriented professional to influence the evolution of the Service Desk team and the delivery of an exceptional customer service. You will work alongside the Service Desk Manager from our head office in Holborn, Monday to Friday, supporting the smooth running and ongoing development of the customer support team.
Key to the success of the role will be to inspire, motivate and instil the right behaviours, to build a skilful and high-performing team. Therefore, you will be expected to lead by example and set standards, ensuring the culture supports cohesiveness across the team.
Responsibilities
Team leadership
- Be an inspiring and visible team leader - instil best ITIL practice, coach the team to ensure we deliver best quality service
- Promote culture of continuous learning - regularly assess the skills matrix and, in conjunction with the Service Desk Manager, ensure an adequate resource capability
- Promote and ensure knowledge sharing
- Develop strong collaboration/teamworking culture in the hybrid working model
- Develop a culture of continuous feedback
Operations and service delivery
- Perform regular 121s and performance reviews to ensure engineers stay on track, develop their skills and are nurtured (both, from the development and wellbeing perspective)
- Act as the deputy for the Service Desk Manager (as and when required)
- Collaborate with the Service Delivery Manager in coordinating exceptional customer service
- Act as the technical escalation point – assist and/or guide the resolution of technical issues
- Evaluate team processes and improve as appropriate to meet applicable SLAs
- Manage the team’s rota to ensure appropriate levels of coverage
- Monitor and drive improvements to our Knowledge Management System
- Run daily team stand ups to ensure the team are focused and have opportunity to raise awareness
Reporting
- Support the Service Desk Manager in service planning, reporting and continuous improvements
- Prepare reports for weekly/month performance meetings
- Perform regular reviews of tickets and customer contact (calls, webchat) resulting in quality checks
- Ensure wall board information is accurate and highlights critical aspects of daily performance
Qualification, experience and skills
- Previous career within MSP business, managing high volumes of ticket management, configuration, and asset management systems
- Experience of coordinating busy service desk
- Good practical working knowledge of the ITIL processes
- Excellent experience of supporting Microsoft technologies (i.e., M365, Intune, Teams, SharePoint, Azure)
- Experience of typical incident and major incident management processes
- Ability to communicate clearly and accurately in spoken and written English
About the person
- Natural leader – instils confidence, inspires, brings gravitas and enjoys developing others
- Positive – able to motivate the team to achieve their goals, do their best and exceed expectations
- Accountable – proud to own their remit of work with sense of responsibility for the team’s performance
- Empathy – listen to understand, support, and acknowledge challenges staff may be facing
- Team player – Collaborate and be open to receive feedback. Understand that individual performance is critical to the success of the team
- Facilitator – patient, good at planning, guiding and navigating through discussions, keeping the goal in sight.
What we offer in return
- Basic salary plus bonus
- Sponsored development supported by industry training and certifications
- Incentives for passing Microsoft certifications
- Company pension scheme
- Employee Assistance Programme (wellbeing, physical, financial)
- Private medical insurance
- Income protection insurance
- 34 days holidays (including 8 days of bank holidays and day off on your birthday)
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