Job Title: Service Desk Manager
Location: Yiewsley, West Drayton
Salary: £50,000 per annum
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.
They’re currently on the lookout for an enthusiastic and experienced ITIL (Practioner or above) Service Desk Manager who shares the same passion for customer service as they do.
Demonstrable experience of managing IT Service support against SLAs, using appropriate KPIS and metrics is required. ITIL certification and experience is a must, as is the ability to document, implement and measure the success of ITIL support processes. This is a high-profile role demanding a high level of autonomy, initiative and self-management.
Our Service Desk Manager requires deep experience in Major Incident Management, because the role will be responsible for managing multi customer / multi-vendor Major Incidents across multiple service levels.
Equally, Change Management ownership is required to devise, document, deliver and run the Change Management process across half a dozen business services, hundreds of customers and thousands of configuration items, while driving continual service improvement in the process and quality of changes. Change success would also need to be recorded as metrics across other ITIL processes such as Availability, Configuration and Problem Management.
Main Duties and Responsibilities:
- Responsible for Incident, Request, Change and Problem Management
- Responsible for 1st line and 2nd line IT Support Service Desk team
- Continual Service Improvement (CSI) initiatives
- Be the main contact and escalation point for the service desk and manage any complaints
- 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
- 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
- Implement new innovative and efficient ways of working and streamlining process to gain overall service improvements 3rd party supplier management (SIAM)
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
- ITIL qualification essential (Practioner or above)
- 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
- ITIL qualification and experience is essential (Practitioner or above)
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, ITIL Service Desk Manager, Senior Support Technician, Technical Support Manager, IT Support Engineer, Software Engineer, IT Systems Engineer may also be considered for this role.
