Support Desk Manager - EMEA

ROLE SUMMARY

The GS Support Manager’s prime function is to oversee Kinly’s proactive and reactive helpdesk coordination teams in the EMEA region and ensure the very highest quality of service for our clients.

The coordination teams are critical to ensuring successful delivery of service to our clients. The reactive team is tasked with supporting SME support to administer and resolve clients issues as they arise. The proactive team is required to carry out pre-planned administrative duties in line with contractual requirements such as preventative maintenance visits and incident management. The focus of the GSSM role is to ensure that these services are delivered in accordance with agreed expectations, KPIs and SLAs whilst engaging, motivating and developing the individuals in the team. This includes producing and managing activity metrics and dashboards, reporting to senior management and managing escalations through to successful resolution.

ROLE AND RESPONSIBILITIES

• Oversee global performance metrics and ensure continuous improvement using utilization rates and optimal resource allocation.
• Lead development and implementation of robust systems and processes, standardizing global approaches and policies.
• Develop and manage comprehensive global reporting systems, providing regular management and financial reports.
• Ensuring processes are aligned across global teams and leading management strategies globally
• Design and implement effective processes to support GS objectives to drive further improvement and innovation.
• Conduct in-depth analysis of performance and system data to bolster insight into demand on current desk team activities.
• Develop and implement training programs for teams and promote continuous learning and development with GS Support Regional Managers.
• Lead and support RFP bidding activities alongside higher management, developing the current service offerings.
• Establish and maintain best practice service levels via usage of metrics and trending analysis.
• Drive organic growth in the service portfolio and current contracts, utilizing industry technologies such as remote monitoring tools.
• Consult with the wider business for deployment of new services whilst overseeing the rollout of new opportunities.
• Encourage current client base to utilize the full GS service offering using case examples and metrics to provide evidence.
• Provide strategic and operational support the Global Services Director, aligning with organizational goals.
• Update and realign collateral to reflect current standards and practices, ensuring consistency and accuracy in all communications.
• Set up systems and processes for long-term success and stability, fostering a culture of continuous improvement and innovation.

TEAM MANAGEMENT AND DEVELOPMENT

• Promote an active and engaged communication strategy with regular management team meetings, open communication and support.
• Work closely with direct reports to identify ideas to improve our service offering to clients.
• Develop and maintain team and individual training plans ensuring consistent professional development across the team which can filter into the wider global teams.
• Ensure clearly defined roles and responsibilities.
• Work closely with the GS Management team regarding any employee relations issues, recruitment, training and development.
• Drive an “open-door” culture and promote active communication throughout the business, echoing the Kinly value of “in it together”..

• Drive an inclusive culture of unification, respect and general care for all members of the department and play an active role in business initiatives to that effect.
• Mentor direct reports to coach, develop and motivate the team.

SKILLS PROFILE

• Excellent people skills.
• Established management and leadership skills.
• Strong working knowledge of ITIL.
• Excellent planning and organizational ability.
• Strong analytical and reporting skills.
• Passionate customer service attitude and proven customer service skills.
• Experience in working in a pressured operational environment.
• Professional in appearance and attitude.
• Fully IT literate with strong MS Office skills.
• Experienced in delivering support services to large corporate customers.
• Good working knowledge in all AV/UC disciplines.
• Experience with RFP bidding and best practice implementation.
• Experience with ServiceNow platform management

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email [email protected] outlining your requirements.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application