Duties & Responsibilities

The SDM caries the operational responsibility for the Service Desk.

He/she will closely monitor the workload and performance against agreed targets (Service Level Agreements (SLAs)) and intervene when thresholds are exceeded.

He/she will closely monitor the quality of the responses of the Service Desk, and monitor if the correct balance of skills and capacities are on duty at appropriate times so that consistency is maintained.

He/she will be responsible for driving performance and improvement of customer satisfaction, by implementing a Service Improvement Plan.

He/she will strive to improve first call resolution rates, improve the knowledge base, analyse service desk activity and make recommendations for increased organisational efficiency and effectiveness.

He/she will also monitor and adjust scheduling models to ensure coverage to the business outside the operational hours of the Service Desk Contract (with the help of other services at CERN like the fire brigade and the hostel reception).

He/she is physically available close to the service desk, and acts instantly when necessary to solve operational problems, to evaluate complaints or to coordinate the resolution of specific requests in close collaborating with the Service Desk contract staff.

The SDM reports to the Service Managers’ team.

Tasks

The following tasks are assigned to the role of a Service Desk Manager:

• Carry operational responsibility for incident and Service Request handling on the Service Desk
• Monitoring of, and Reporting on, Service Desk activity
• Provide feedback to the Service Desk Contract manager for him/her take corrective action whenever necessary
• Drive improvements of Service Desk efficiency and effectiveness
• Representing the Service Desk at meetings
• Communication with all roles involved in Service Management processes to improve daily operation procedures as well as customer’s satisfaction

Skills, Experience & Knowledge

To be able to fulfil this role the following range of skills, experience & knowledge is required:

• CERN awareness: have specific knowledge of the organization's areas, drivers, structure, priorities, etc
• Service awareness of all of topics areas covered by the service catalogue
• Good knowledge of service management tools, and supported (ITIL) processes
• Excellent communication, negotiation and mediation skills
• Fluent in English and French
• Demonstrable evidence of influencing positive change within a group of people.

Assignment

The role of Service Desk Manager should be filled during the opening hours of the Service Desk at any time.