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IT Service Desk Manager

LTS Resourcing LTD
Job LocationNewcastle Upon Tyne
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary , full-time Work from home6 months

Job Description

Our sector leading client are urgently seeking an IT Service Desk Manager to join their team on a temporay basis, covering APAC hours (7am - 3pm).As the IT Service Desk Manager, you will be responsible for the smooth operation of a front-line IT support team, ensuring customer service requests and incidents are managed and solutions implemented.Key responsibilities of the IT Service Desk Manager:

  • Controlling scheduling and workload through the management of the teams ticketing queue
  • Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
  • Acting as the Major Incident Manager as and when needed to support the IT function and the wider business.
  • Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
  • Performance monitoring, setting and reporting of the teams KPIs, targets and goals to Senior Management and the wider company
  • Ensure collaboration with all service desk managers and team leaders to ensure 1 global process
  • Understanding and managing the technical abilities of the team and ensuring all technical fixes being carried out are of the highest quality
Experience and skills required as the IT Service Desk Manager:
  • Team Leader/Managment experience in a Service Desk or similar environment with a proven track record to identify process improvements and initiate change
  • ITIL Qualification
  • Experience with ticketing frameworks
  • Solutions driven, confident and friendly approach when dealing with customers
  • Ability to work under pressure in a fast-paced dynamic environment, setting the behaviours and acting as an example to the team

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