Role: One Call Helpdesk Manager

Location: Islington (5 Days a Week)

Reporting to: IT Director

 Overview

 The One Call Helpdesk Manager is responsible for the delivery of the 7 day support strategy at Prezzo. They will lead an exceptionally customer service focused team with the primary aim being the resolution of issues from both customers and Restaurants covering a number of key area including but not limited to:

 ·       1st Line IT Support

·       Guest Query management

·       Supply Chain Issues

·       Stock Control/Invoice Query

·       Commercial queries (partnership offers, delivery partner issues etc)

·       Marketing issues (CRM queries, Menu issues)

·       Finance and Payroll Queries

 Their primary focus will be the delivery of the teams mission and objectives

 “provide great service to restaurant teams 7 days a week, enabling restaurants to be the best they can be”

 “Provide restaurant support to the Prezzo business to increase efficiency and organisational excellence, taking ownership and providing solutions for operational issues and proactively working to reduce there frequency”

 The One Call Helpdesk Manager will be the line manager for the One Call helpdesk team built of 3 general analysts and 2 specialists (IT and Guest Relations). They will be responsible for the appointment, training and development of the team ensuring each member has agreed objectives and PDP in place to ensure their continued development.

They act as the escalation point for issues that require closer management or escalation to internal teams or external supplier there SLAs are not being met.

The One Call Helpdesk Manager is somebody who does not work as part of the day to day helpdesk operation, but instead invests their time managing and training the team as well as investigating re-occurring/persistent problems identifying patterns and working with downstream teams to reduce the occurrence of these issues.

They also support the various downstream internal teams by attending supplier service review providing feedback on the service received and KPIs/Data on their performance.

 Key responsibilities:

·       Promote and provide exceptional levels of customer service to the business by way of managing a challenged, motivated and focused team.

·       Receiving and managing problematic escalation calls from internal staff via telephone and email.

·       Responsible for the provision of a professional and friendly Service Desk that provide support to all areas of the business in the following:

o   1st Line IT Support

o   Guest Query management

o   Supply Chain Issues

o   Stock Control/Invoice Query

o   Commercial queries (partnership offers, delivery partner issues etc)

o   Marketing issues (CRM queries, Menu issues)

o   Finance and Payroll Queries

·       Responsible for defining and constantly improving the processes of the One Call team in order to drive efficiency and productivity.

·       Responsible for the personal development of each member of the Service Desk team.

·       Production of clear and concise reporting and dashboards that lead people to solutions rather than just document numbers.

·       Investigation into re-occurring and/or persistent problems.

·       Training the One call team in all cross functional areas required to complete their day to day duties.

·       Communicating with restaurants and head office users of all levels.

·       Any other business deemed necessary by the IT Director.

Requirements:

Experience and Technical Skills

·       Expert in running cross functional help desk teams

·       Expert in setting and manging KPIs in a wide variety of disciplines.

·       Ability to produce accurate and concise reporting that tracks performance against these KPIS

·       Expert in the building close relationships with internal stakeholders

·       Ability to manage and influence suppliers through the service review process.

·       Experienced in building new cross functional teams from scratch

Interpersonal Skills

·       Motivational – able to motivate a team to hit support targets and generally keep a team stimulated.

·       Challenging – of internal team members who need an injection of drive and of third parties who do not performance to expectations or contract obligations

·       Analytical thinking - acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts

·       Bigger picture – can consider detailed issues but at the same time does not lose sight of the bigger picture strategically

·       Attention to detail - applying quality standards to all tasks undertaken and ensuring that nothing is overlooked

·       Information acquisition - well developed analytical and problem solving capabilities in identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps

·       High levels of Customer - understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions

·       Oral and written expression - communicating effectively by word of mouth and in writing.

·       Strong time management responsibility and project management skills

·       Exceptional communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical staff.