Service Desk Manager (London, UK)

Service Desk Manager (London, UK)

Description

Parkopedia is the world’s leading connected car services provider used by millions of drivers and organisations such as Apple, Here, TomTom and 20 automotive brands ranging from Audi to Volkswagen. Parkopedia has the mission of providing the best in-car data and transaction services to make mobility ecological, efficient and convenient.

The Service Desk Manager's main goal is to lead and manage our service desk team providing exemplary and timely support to our automotive Original Equipment Manufacturer (OEM) clients, their tier-one suppliers and the B2C customers of parkopedia.com. This role is responsible for maintaining high levels of incident ownership and supporting our efforts to monetise support, using the service desk team so that customer service and technical support activities align with the company's business objectives. It’s worth adding that this is a hands-on role, where the manager is expected to actively contribute to the investigation and resolution of incidents and to help identify problems, and their root causes and to track them to resolution.

Responsibilities

  • Team Leadership: Lead, mentor, and manage a small support team, ensuring that they are empowered to meet the unique needs of both our B2B & B2C customers.
  • Service Desk Management: Oversee the management of incidents and service requests, ensuring they are appropriately categorised and escalated as necessary to meet and maintain the committed Service Levels (SLAs).
  • Major Incident Management: Create and own the Parkopedia Major Incident Management process, including customer documentation, training and communications.
  • Problem Management: Identify trends in recurring incidents, providing metrics on occurrence rates and resource consumption. Facilitate root cause analysis and work with Product / Engineering teams to progress solutions that drive continuous service improvement.
  • Performance Metrics: Monitor and report on service desk team performance metrics and develop strategies for improving these metrics and improving the customer experience.
  • SLA Management: Ensure that Service Level Agreements (SLAs) with clients are met consistently.
  • Process Improvement: Continually evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and operational efficiency.
  • Stakeholder Communication: Coordinate and communicate with other teams, such as Sales, Product and Engineering, to ensure seamless service to clients and the efficient resolution of issues.
  • Knowledge Management: Encourage the creation and maintenance of a self-service knowledge base to ensure that customers and the wider service desk team have access to the necessary resources for effective support. Work with Product and Engineering teams to understand upcoming changes, be a change promoter and facilitate knowledge transfer to team members in advance of service go-lives.
  • Resource Management: Determine staff requirements for shift coverage and optimal service desk operation.
  • Platform Monitoring: Own maintain and enhance internal and external monitoring applications, triage alerts through the support process and reduce false alert rates.

Requirements

  • Experience: Minimum of five years of experience in a customer-facing role within a SaaS or tech company, with at least three years of experience managing a service desk team or as an experienced team member.
  • Education: Bachelor's Degree in Business Administration, Information Technology, or a related field is ideal.
  • Qualifications: Desired qualifications in ITIL V3 / V4 specifically ITIL Foundation and Service Operation. AWS DevOps or Service Operations certification would be advantageous.
  • Leadership Skills: Strong team leadership skills, including coaching, motivating, and developing team members.
  • Technical Skills: Familiarity with service desk software and other customer support tools and systems, as well as a basic understanding of software development processes. Working knowledge of;
  • Working with data in XML/JSON/GeoJSON and experience in providing support to API data service provisions
  • Experience in writing and executing SQL/MySQL query language scripts
  • Understanding and experience with Postman (or similar) for real-time API endpoint testing
  • Experience configuring and using Service Desk software like Freshdesk (or similar)
  • Customer-Service Skills: Proven track record of understanding customer needs and managing expectations, with a focus on customer satisfaction and ownership of issues through to resolution.
  • Communication Skills: Exceptional verbal and written communication skills in English. Ability to communicate effectively with both technical and non-technical stakeholders at all levels of the organisation as well as client technical and management teams. Proficiency in German, Korean, and/or Japanese would be useful.
  • Problem-Solving Skills: Strong problem-solving skills, with a focus on pragmatic and effective solutions.
  • Industry Knowledge: Understanding the automotive OEM landscape and the unique challenges and needs of these clients is preferred. Experience within the parking or EV charging industries would be desirable

Benefits

Parkopedia is committed to building a great work environment for all our employees. Here are just a few of the benefits that we offer:

  • Unlimited annual leave - yup, time off is as important as time in the office, we all need to unwind and recharge our batteries!
  • Flexible working hours
  • Training allowance
  • Annual company retreat
  • Private medical insurance
  • Time off for volunteering
  • Cycle to work scheme
  • Gym membership
  • Eye care and flu vouchers

We are an equal opportunities employer and believe in the power of a diverse, inclusive team. We welcome applications from all suitably qualified people, regardless of race, sex, disability, religion/belief, sexual orientation or age.

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