Service Desk Manager

Company description: Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the worlds largest payments platform for virtual cards. Weve engineered connectivity to over 80 of the worlds best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey and seeing how far we can go, together! This is a key role leading our Service Desk to ensure service requests and incidents are dealt with swiftly and efficiently through effective leadership and stakeholder management, ultimately ensuring that our customers experience outstanding service and support levels. Service Desk Manager at Conferma is responsible for: Leading the 24/7 Service Desk in the management of incidents, service requests, and problem resolution, maintaining service levels and response times. Managing and reporting on service desk performance to ensure compliance to SLA policies, using key performance indicators (KPIs) and metrics. Developing and implementing policies/procedures to ensure the service desk is operating efficiently and effectively. Ensuring that ServiceNow is utilised to its fullest potential. Managing the service desk team including setting goals, objectives and assigning tasks as well as providing feedback and support, and addressing any issues or concerns using coachingand development opportunities to improve individual and team performance. Maintaining accurate records of incidents resolutions, and frequently asked questions to create a knowledge base for future reference. Continual service improvement ensuring that repeat tickets are escalated and that documentation/self-help is in place where possible. Instigate major incident management for all P1 and P2 tickets by working with the service delivery management team. Addressing and managing any internal or external escalated queries and concerns. Maintaining and updating documentation related to service desk processes, procedures, and troubleshooting guides. Identifying opportunities for process improvement and implementing changes to enhance service quality and efficiency. Ensure IT security and compliance standards are met and maintained. Facilitating communication and collaboration within the service desk team and with other departments/teams. Assisting the Head of Service Operations with the hiring and onboarding process for new team members. Ensuring resource is managed in conjunction with demand; holidays/absence etc. Act as a point of escalation to other team members as well as assisting less experienced colleagues. You have: Solid experience leading incidents, and managing requests and changes Strong technical knowledge of service desk tools and IT systems/ applications A strong customer service ethos and passion for delivering exceptional customer service. The ability to lead and motivate a service desk team, including setting priorities, delegating tasks, setting goals/objectives, developing strategies to achieve them and tracking progress . Strong communication skills, including the ability to convey information clearly and effectively to team members and internal and external customers. The ability to build positive relationships with team members, and effectively manage conflict and address any issues or concerns. The ability to identify problems and come up with creative and effective solutions. The ability to make sound decisions in a timely manner, considering all available options and potential consequences. The ability to prioritise and react flexibly to variable workloads and deadlines, including experience of working to SLAs. The ability to gather, analyse, and interpret data to assess the service desk team performance and identify areas for improvement. Comprehensive knowledge Office 365 , help desk and CRM systems. You have: Experienced with a minimum of 3-5 years in a service desk or IT support role, with at least 1-2 years in a supervisory or management position. Proficient in using service management tools, with a strong understanding of ITIL framework and broad knowledge of IT systems and networks. Able to lead and motivate a team, with excellent problem-solving skills, and the ability to make decisions under pressure. An exceptional communicator with the ability to interact effectively with customers and team members. Committed to delivering excellent customer service and satisfaction. An effective people manager and communicator, able to articulate ideas clearly and encourage open communication among team members and stakeholders. A collaborative team player, promoting teamwork and cross-functional collaboration to achieve common goals. Adaptable and resilient, able to thrive in a fast-paced, dynamic environment and navigate change with ease. Compensation Salary: dependent on experience, and skills Bonus available: 15% Benefits at Conferma At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect, as well as providing flexibility for you and your family. A salary sacrifice pension to maximise your contributions Life Assurance cover to provide peace of mind Enhanced Company sick pay to put your mind at rest Single cover private medical scheme, with the flexibility to add family members at your own cost 33 days paid annual leave to allow you to focus on what's important to you outside of work The ability to purchase up to 10 additional days holiday each year to enable additional time off Additional paid time off for life events, such as moving house or getting married An additional days leave on or around your birthday Enhanced paid parental leave on the birth or adoption of your child A confidential Employee Assistance program (EAP) available to all 24/7 Access a range of fantastic additional rewards, such as Cycle 2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema tickets, via Conferma Rewards Diversity Equity and Inclusion We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant. ADZN1_UKTJ

Location: North West England, GB

Posted Date: 5/20/2025