Job Title: Service Desk Manager
Location: Yiewsley, West Drayton
Salary: £45,000
Job Type: Full Time, Permanent
Hours: 37.5 hours per week
Established in 1979 and incorporated in 1985, they’re one of the largest independent IT service & support companies in the UK. Their philosophy of ‘service beyond the call’ delivers a high level of support to all of their client’s communications and data management requirements.
Main Duties and Responsibilities:
- Responsible for 1st line and 2nd line IT Support Service Desk team
- Further adoption and maturity of a Service Desk platform and associated toolsets required for a maturing SM capability
- Be the main contact and escalation point for the service desk and manage any complaints
- Manage the bug tracking and helpdesk tools to ensure data is accurate and up to date
- Manage completion of user requests (including new user set-up, mid-term adjustments, referrals)
- Provide key performance data and reports and publicise to the higher management team on a regular basis
- Troubleshooting problems, analysing root cause and proposing multiple solutions
- Reporting back to the head of service excellence on key areas of performance on a weekly and monthly basis
- Champion opportunities to consistently improve the end user Technology experience
- Work with the head of service excellence to negotiate OLAs and SLAs for IMT services. All requests must be managed with the IMT ticketing calls and comply with the agree service levels
The Successful Candidate:
Experience
- A deep understanding and excellent experience of working in an ITIL aligned environment
- Minimum 3 years’ experience of Service Desk Management
- Experience of reporting and analytics in the chosen tool set
- Experience of working remotely with multiple teams
- Confidence to work both collaboratively and independently
- Implement new innovative and efficient ways of working and streamlining process to gain overall service improvements 3rd party supplier management (SIAM)
- Excellent understanding SLM platforms, ServiceNow would be advantageous
- Ability to drive end to end service management across all resolver teams and including prioritisation of VIP Services
- Proven experience of managing and developing a Service Desk team
Skills & Ability
- Proven experience within an IT Service Desk Management position
- Good experience of Office 365 suite of applications and Administration
- Ability to build and motivate a world class team
- Experience of Azure and AWS would be beneficial but not essential
- Experience in application support, specifically around bespoke applications would be beneficial but not essential
Personal attributes
- Thorough, demonstrates attention to detail
- Able to work on own initiative with minimum supervision
- Organized and able to identify and prioritize work
- Supportive and reliable team member
- Passionate about providing an enterprise class service
- Able to provide and demonstrate creative and innovative solutions
- Team leadership abilities
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; IT Services Manager, Senior Service Desk Engineer, Senior IT Technician, IT Desk Support, IT Manager, Senior Support Technician, Technical Support Manager, IT Support Engineer, Software Engineer, IT Systems Engineer may also be considered for this role.
