Service Manager

Chelmsford, Essex 


Role Summary: 

 

The service Manager will lead the ECLIPTIC Service & Help Desk function within all products. The function is highly visible and responsible for the delivery of frontline services to divisions both internally and externally.

 

To successfully enable to expand the business and ensure operational delivery.

 

The Service Manager will be responsible for the day to day management of the Service of all ECLIPTIC products which provides Tier 1 support for all users across the business.

Key Duties and Responsibilities

  • Manage relationships for key accounts

  • Manage the service for all ELIPTIC products

  • Lead testing phases for ECLIPTIC products

  • Provide first-line support to our people ensuring 100% customer service.

  • Future Responsibility - Manage the help desk team ensuring that the Help desk is covered from 8.00 am to 6.00 pm

  • Manage the GEMINI inbox ensuring that all emails are dealt with in a timely manner and within the SLA

  • Ensuring that P1 and P2 are escalated immediately

  • Liaise with external customers via phone and face to face meetings

  • Identifying any gaps and reporting to Head of Product Management

  • Creating daily, weekly and monthly reporting

  • Update user guides and provide training to new recruits

  • Reporting faults and maintaining logs on desktops and laptops

  • To attend Line Manager training courses to develop further skills

Skills, Capabilities and Experience required

​Essential:

  • ITIL Qualified

  • Leadership skills

  • Proactive

  • Ability to manage priorities and risk

  • Process-driven

  • Self-starter

  • IT skills – Word, Excel, Powerpoint and knowledge of IT Systems

  • Managing Teams – Conducting appraisals

  • Excellent telephone and personable skills

  • Team Player

  • Dealing with conflict in the workplace including external clients

  • Proven organisational skills

  • Prioritising workloads within a team

Preferred

  • Project management software knowledge

  • Low code software development experience

  • Key account management

  • Project implementation

  • Financial service/Insurance knowledge

Send your CV and cover letter to angela.iles@ecliptic.tech to apply.