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Job Location | Nottingham |
Education | Not Mentioned |
Salary | ?24,000 - ?28,000 per annum |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent, full-time |
L1 Service Desk Manager - Nottingham - £28,000Main Purpose:As the manager of the Level 1 Technical Analyst team, you are responsible for overseeing the day to day management of the Level 1 engineers and the delivery of service excellence to customers. You and your team will be directly responsible for ticket management, monitoring breach status and open backlog, prioritising engineer effort and time to meet customer SLAs and KPIs. You will be proactive in your approach to work and ability to communicate effectively with others. The L1 Service Desk Manager provides strong leadership, guidance and mentoring to a team of Technical Analysts. You will motivate the team to deliver against agreed objectives, KPIs and SLAs Driving the adoption of continual service improvement. This role will be pivotal in supporting the Technical Support Manager in leading the team to deliver an effective IT service, delivering excellence service to customers. The Service Desk team is circa 35 strong and provides nationwide customer coverage delivering IT Support into its customer base. The customer base covers a varied range of verticals predominantly Schools, Higher Education, Government and Corporate markets. The services provided cover IT support (Level 1, 2 & 3), Major Incident Management, Change Management, Problem Management, Asset Management, Proactive Monitoring & Maintenance of infrastructure. There is also significant requirement for the team to participate in regular Change, Problem and Major Incident Management meetings. The team will also implement Changes, Identify, diagnose and implement resolutions to Problems. Key relationships with: The role is key in the Service Desk and is required to work closely with Customers and Suppliers, Third Party Contracts, and all other teams working towards delivering support services exceeding customers? expectations. Key accountabilities: -
Keyskills :
Incidents ITIL Service Desk Service Levels Service Management