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IT Service Desk Manager

Aggregator Network
Job LocationHarlow
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

IT Service Desk ManagerGlenrothes or HarlowSummary of Role Raytheon UK has an opportunity for an experienced IT Service Desk Manager to lead the IT Service Desk function within the UK Information Technology function. The function is our highly visible shop front, responsible for the delivery of front line services to all UK based divisions to successfully enable our expanding business and assure operational delivery of critical functions and all IT services. The IT Service Desk Manager is responsible for the day to day management of the IT Service Desk team which provides Tier 1 support for all users across Raytheon UK. The Service Desk Manager will own the capture. Progression and reporting of incidents and requests through providing outstanding front line IT support. Main Duties

  • Provide day to day supervision for the Raytheon UK IT Service Desk Team.
  • Ensure IT support services are delivered in a repeatable way that exceeds customer expectations, including the provision of progress and updates of any in-flight service requests.
  • Ensure the Service Desk provides quality call handling and incident and service request progression supporting the provision of all IT services.
  • Manage the IT Service Desk function ensuring that delivery of all IT services delivered from this critical touch point are highly responsive and communicative, effectively prioritised and timely.
  • Drive continuous improvement to support engagement, efficiency and collaboration across the IT team by driving simplification and automation to maximise outcomes for the organisation as a whole.
  • Develop the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement.
  • Proactively report and progress incident and problem resolution through collaboration with supply side competency centres.
  • Maintain effective internal customer alignment through a strong understanding of your customers and their strategies, environments and support requirements and match the service delivery and development accordingly.
  • Create a Service Improvement Plan for your service area and ensure this is clearly understood and communicated to peers and customers through regular Service Review meetings and events.
  • Ensure daily system checks and support the daily IT Service status meeting.
  • Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements.
  • Maintain Service quality levels, overseeing diverse and complex customer service events that require drive and focus to resolve.
  • Ensure the provision of an appropriate Out of hours/On Call Cover service. In some cases 24x7 service cover by your service will be required.
  • Ensure appropriate OLAs & SLAs are in place within the scope and service of this role.
  • Carry out a programme of daily/weekly/monthly checks and develop approaches to improve, streamline and automate the health status of the environment.
  • Meet IS assurance, governance and policies to ensure we operate with confidence, through effective maintenance of secure and stable IT platforms for the business, adherence to company security, accreditation and audit requirements.
  • Proactively identify and manage risk via Risk Registers.
  • Plan, agree and participate in scheduled BCP/DR exercises.
  • Maintain consistently high levels of satisfaction as measured by regular surveys including net promoter feedback, post implementation, and formal annual surveys.
  • Deliver cross functional improvement projects were applicable utilising the Raytheon 6 Sigma methodology.
  • Effectively manage team performance through delegation, development and performance management in line with Raytheons policies and procedures.
  • Collaborate with colleagues towards achieving strategic, departmental, and business objectives.
  • Influence locally based colleagues and global counterparts, creating trusted relationships and driving higher levels of engagement with our colleagues and customers.
  • Identify development opportunities for yourself and individual direct reports against the RSL Leadership Behaviours and Team Effectiveness Models.
  • Prioritise staff workloads in line with demand, priorities and background maintenance and upgrade activities. Ensure any staffing, support and availability related risks to the service are understood and mitigated.
  • Support the effective transition of business change into business as usual operation ensuring minimal business impact.
  • Develop Self Service capability tools such as self-help, support guides, FAQs Wiki Pages etc...
  • Carry out any other operational duties as reasonably required.
    • About Raytheon UKWith facilities in Broughton, Waddington, Glenrothes, Harlow, Gloucester, Manchester with presence across other customer sites also. Raytheon UK is invested in the British workforce and the development of UK technology. Across the country Raytheon UK employs 1,700 people and supports 8,000 jobs. As a prime contractor and major supplier to the U.K. Ministry of Defence, Raytheon continues to invest in research and development, supporting innovation and technological advances. Raytheon UK is a landed company, part of the Raytheon Technologies organisation and sits within the Raytheon Intelligence & Space businessAbout Raytheon TechnologiesRaytheon Technologies Corporation is an aerospace and defence company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defence. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cyber security. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts.Raytheon Career Development:Raytheon has a wealth of resources available to help you develop your career from the moment you join. Activities range from on-line learning modules, to external training and support for taking professional qualifications relevant to your role.Standard Benefits:
  • 25 days holiday + statutory public holidaysContributory Pension Scheme (up to 10.5% company

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