Wavenet on cord

Wavenet

Service Desk Manager

External position
Shirley, Solihull, UK
Hiring internally for Wavenet?
Telecomms · Computer and Network Security
Simplifying technology, amplifying success.
Posted
a month ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Support Engineer
Experience level: Lead
Core skills considered: Escalations handling
Other skills considered: Process management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

The Service Desk Manager role in Wavenet holds the responsibility for managing a team of support engineers, ensuring that SLA's are hit, tickets are managed to recognised quality standards and clients are satisfied with the level of service delivered. A critical aspect of the role is managing the team via dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a line management role, you will be expected to approve holidays, deliver appraisals, manage grievance and performance management processes and act as a leader for your direct reports. It is expected that you will work alongside other service desk managers.

You are comfortable in a client facing role, where issues are escalated, you will be capable of reaching out to clients, understanding their concerns, establishing and agreeing a plan of action to address their concerns, where additional support is required, you will work with other services managers in order to procure the correct level/type of skills.

This role requires an individual with strong leadership skills looking to ensure that the organisation provides the exceptional service that is required. Any experience of delivery processes is also beneficial due to the variety of work that can occur within the support division of the business.

The responsibilities fall into the following areas;


Monitoring Service Desk Performance - Monitoring the work flow and using the helpdesk systems to extract performance information to validation SLA's are being met, such that the Service Desk Team are effective and efficient in their activities. Monitor call effectiveness through reviewing reporting information provided by the phone system and reviewing how calls are handled by team members. Lead the individuals within the team to ensure we deliver the expected level of service to our customer base.


People Management - As a line manager you will be expected to process holiday requests, return to work interviews, absence management, appraisals, grievance and disciplinary procedures, conduct interviews and the on boarding of new staff members into your team. A key aspect of the role is ensuring that you understand the skills within your team and any training requirements needed to ensure team members are capable of fulfilling there role. As a line manager you should have an understanding of the career ambitions of members of your team be able to article the organisational framework and roles within the business.


Problem Management - Where issues are escalated, the Service Desk Manager will be that initial point of escalation for the client. They will need to ensure all facts are gathered and appropriate responses are given the to client. The Service Desk Manager have the ability to escalate further up the management chain if required but should be aiming to resolve all escalated issues at their level.


Leadership Collaboration - To ensure vital success of your service desk, collaboration with your service desks technical lead and service support lead will be required. Aligning visions and maintaining communication with these key roles to address challenges and meet targets consistently


Technical Support - Where appropriate provide technical support to the team, where the Service Desk Manager possess the relevant technical skills to do so


Prioritise Tasks - A key part of the role as Manager would be to ensure that all the work is suitably prioritised and given the required level of attention.


Manage Shifts - The Service Desk Manager will be responsible for managing the teams and their shift patterns within the sites to ensure that the business is fully covered at all working hours.


Requirements

  • Essential & demonstrable
  • Extensive experience within a Service Desk environment.
  • Experience of managing a team.
  • Experience of working to SLA & KPI measures.
  • Passionate about client success
  • Proven ability to be seen as a trusted advisor
  • Able to manage multiple priorities to achieve (exceed!) targets
  • Passionate about technology & how it benefits businesses
  • Process driven and organised / attention to detail
  • Professional and high energy
  • Strong presentation and interpersonal skills
  • Outstanding communication skills, both spoken and written
  • Willing to travel in the UK as needed
  • Proactive, can-do attitude
Service Desk Manager at Wavenet
Position posted a month ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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