context recruitment
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Service Desk Manager
Description:
Service Desk Manager Service Desk Manager London £450-£500p/d inside IR35 3 month initial contract with high likelihood of extensionService Desk Manager sought by a well-known and public-facing organisation with numerous sites spread across the county. The business is involved in significant, complex and critical logistical operations.Service Desk Manager Service Desk Manager London £450-£500p/d inside IR35 3 month initial contract with high likelihood of extensionService Desk Manager sought by a well-known and public-facing organisation with numerous sites spread across the county. The business is involved in significant, complex and critical logistical operations.As a public-facing, Critical National Infrastructure business the Service Desk Manager is a crucial component in ensuring the effective management of the service desk which supports circa 1000 users across the country and a vast array of business systems.Responsibilities: Oversee the whole service desk process including service requests, incidents and problem ticketsManage and co-ordinate urgent and complicated support issues and act as escalation point for all requests and incidentsManage Major Incidents and contribute to Problem Management reviews and processHelp develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation and that of the new vendorProvide data and reporting of KPI’s and SLA’s and trends to IT department and others, as neededDrive root cause analysis and help develop strategies for improvementWork towards making the Service Desk overarch the IT processes and service delivery channel for the IT as a whole using ITIL as the frameworkTo support the development of an effective and workable framework for managing and improving customer IT support in the organisation, especially through the transition period to a new service desk providerWork on assigned calls and take them through to resolution. To provide consistent, high quality documentation for all systems and processesTo carry out Service Reviews with key internal and external suppliers Requirements: Experience with ServiceNowProven experience of managing a service desk operation in a busy/multisite environmentExperience managing teams of service desk staff minimum of 4 individualsExcellent service management skillsExtensive experience managing multiple third party suppliers, regularly reviewing their service and performanceDemonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplinesFormal Training and advanced understanding of ITIL principles and practiceExcellent customer service and communication skillsExperience supporting and administering Windows operating systems Windows desktop, Exchange, Active Directory, etc., and ideally Citrix.
Company:
Context Recruitment
Posted:
May 21 on Careers4a
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More About this Listing: Service Desk Manager
Service Desk Manager is a Executive Manager Job at Context Recruitment located in United Kingdom. Find other listings like Service Desk Manager by searching Oodle for Executive Manager Jobs.
Service Desk Manager is a Executive Manager Job at Context Recruitment located in United Kingdom. Find other listings like Service Desk Manager by searching Oodle for Executive Manager Jobs.