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IT Service Desk Manager

IntaPeople
Job LocationBracknell
EducationNot Mentioned
Salary55,000 - 60,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

IntaPeople have partnered with a Global Technology Consultancy who require an experienced Service Desk Manager ASAPThis hours for this role will be Monday - Friday, 8am - 6pmThe main aim of this role is to oversee all operations of the Service Desk to ensure provision of a first class service to all customers and 3rd partiesKey Responsibilities

  • Oversee all operations of the Service Desk to ensure provision of a first class service to all customers and 3rd parties.
  • Drive, monitor and promote improvement of the performance and efficiency of the team, reporting against service levels.
  • Maintain strong engagement with 3rd Line Operational teams, Incident Management team, Service Management, Ops Bridge and other key stakeholders.
  • Take overall responsibility for the teams compliance with agreed ITIL processes, quality management, risk management and security policies and procedures
  • Identify relevant opportunities and lead the selection of 3rd party providers to supplement the service desk operation and ensure their operational effectiveness.
  • Responsible for the end user experience of 1st Line team interactions and quality of engagement through all channels
  • Manage, motivate and develop Direct Reports, providing stretching performance goals and measuring against individual and team targets
  • Overall responsibility for the 1st Line Service Catalogue and skills matrix
  • Drive continuous service improvement including the identification of opportunities to improve operational performance and cost savings including shift left.
  • Responsible for business continuity of the Service Desk during operational hours.
About you
  • ITIL knowledgeincident, problem, access and request management
  • Good understanding of the Partnership and the services supported OR similar knowledge from an external organisation
  • Consistently manages operational risk to infrastructure and applications in all aspects of Customer requirements
  • Proven ability to provide guidance and coaching to others to help them achieve their career goals
  • Previous SDM experience for a large team in an office environment
  • Commutable Distance to Bracknell
Please apply directly or reach out to with further questions*Due to a high number of applicants we wont be able to provide feedback to everyone*

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