blank

Service Control Manager

Permanent East Midlands Jobs & Advice in IT
  • Share:

Job Detail

  • Career Level Not Specified
  • Experience Not Specified
  • Industry Not Specified
  • Qualifications Not Specified

Job Description

About Us

Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

This role

Take overall responsibility for the day-to-day running of parts of MTVH Service Desk function including the achievement of all applicable Service Levels and Customer Satisfaction scores. Mentoring and leading junior staff. Supporting the out of hours support and staff.

This role will require occasional (at least two days per month) and regular out of hours work in order to support the out of hours team.

What you'll need to succeed

Manage a team of technical staff to support the end user desktop environment, ensuring that service level commitments made to MTVH customers are met.
Drive high levels of First Contact Resolution and ensure that Incidents and Requests outside of their control are triaged to the other resolving teams in appropriate time frames.
Build a cohesive team and manage people effectively, including the ability to coach and develop the team, mentor, train and offer guidance.
Support the 1st Line Analysts at busy times by answering calls and dealing with tickets and escalations.
Own and drive a Continuous Service Improvement Plan for the Service Desk.
Have extensive knowledge and understanding of best practices for Service Management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
Effective planning and organisational skills in a busy Service Desk environment, together with knowledge of 1st and 2nd line operations with ability to manage multiple conflicting priorities and deadlines.
Have a thorough understanding of the strategic vision for the Service Desk and the ability to set the long-term direction of the team.
Play an active role in the Major Incident Management process and own end user communications and coordination when Priority 1 and 2 issues arise.
Act as a key stakeholder and provide input into the management and development of the Service Management tool (ServiceNow) and process improvements.
Provide input into the departmental Problem Management process and help create an Incident reduction plan in association with departmental peers.
Provide service performance metrics for key Service Desk services (e.g. telephony and email response, incident resolution, first time fix, etc) and the status of any ongoing issues or remediation actions.
Lead and motivate the team and manage their objectives, performance, and professional development.
Ensure all remote sites are being well supported with your Field Engineers.
Support the out of hours engineers. This will require working out of Business hours at least two non-consecutive days per month. Compensation will be provided through Time off in Lieu. What you'll get in return

You?ll be working in a fast-paced environment where you can benefit from our comprehensive in-house training to continue developing your skills. We offer excellent benefits, including:

28 days annual leave plus public holidays and an additional Belief Day, with the option to buy or sell up to 5 days leave
Healthcare cashplan
Matched contribution pension scheme (up to 9%)
Enhanced maternity, paternity and adoption leave
Salary sacrifice schemes and season ticket loans
Life assurance scheme
Paid volunteer days
Plus lots of voluntary benefits including cash back and discounts from high street namesOur promise

All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations.

What you'll get in return

You’ll be working in a fast-paced environment where you can benefit from our comprehensive in-house training to continue developing your skills. We offer excellent benefits, including:

28 days annual leave plus public holidays and an additional Belief Day, with the option to buy or sell up to 5 days leave
Healthcare cashplan
Matched contribution pension scheme (up to 9%)
Enhanced maternity, paternity and adoption leave
Salary sacrifice schemes and season ticket loans
Life assurance scheme
Paid volunteer days
Plus lots of voluntary benefits including cash back and discounts from high street namesOur promise

All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations

Other jobs you may like