Service Desk Manager

Job Description

We have an exciting new opportunity for an experienced Service Desk Manager to help shape, grow and lead the Concorde Technology Group National Service Desk in Ossett. Managing the operational activities and services to meet or exceed agreed Service Levelsand Key Performance Indicators (KPIs).The role will include maintenance of the companys ITIL and ISO compliant processes within the Service Desk team, you will be responsible for the day-to-day management of a team of 1st line, 2nd line and 3rd line analyst engineers as well as a team of customerservices field engineering coordinators.Your role is to support our teams in reaching targets, helping to motivate and encourage a collegiate approach to achieve business goals and ensuring they perform their day to day activities effectively, with the aim of achieving optimal customer satisfaction.You will be good at self-management, organisation and have the ability to help develop and manage the team of talented individuals, as well as assisting in recruitment, training and development of new members, ensuring everyone achieves their professionalbest.The key attributes and skills you will be able to demonstrate include:

• People leadership, development and coaching of team members
• - Level 2 & 3 incident ownership and management
• Ownership and management of contracted change related functions
• First point of escalation
• Monitor outstanding incidents, changes and service requests against SLAs
• Daily queue review / stack management
• Understand Service Desk trending inclusive of seasonal trends
• Resource management - staff allocation and desk resourced correctly
• Control and monitor Service Desk mailboxes in accordance to SLA / OLAs
• Ownership of Service Desk processes and procedures
• Technical administrative work and monitoring, user admin etc...
• Contribute to the various forms of Service Desk reporting (daily, weekly, monthly and quarterly)
• Act as interface to various third-party suppliers fronted by the Service Desk
• Ensure field calls are executed correctly on the Service Desk
• To actively promote information security best practice within their areas of responsibility
• Ownership of customer satisfaction surveys implementing service improvements to meet 95% target
• ISO Audit Preparation
• Mentor, Coach and lead the team ensuring Concorde continue to leverage best of breed practices
• To assist Group Operations Manager with Inventory of Assets and assist in ensuring department adheres to Group Information Security Policy.
• Adherence to all Concorde Technology Group processes and procedures with reference to the ISO 9001and 27001 accreditations.
• Additional duties as and when required.

General Skills, Knowledge & Experience:

• Proven ability of supporting desktop and Physical and virtualized environments
• Previous experience of leading a technical Service Desk/ Helpdesk Team
• Ability to handle difficult and demanding customer environments
• Broad technical knowledge of hardware and software desktop and server environments
• The ability to communicate technical issues to a non-technical audience
• Professional and presentable at all times

Technical Skills, Knowledge & Experience:

• Virtualisation Technology
• Storage
• Firewall / Security
• Commercial knowledge
• Excellent Documentation skills
• Microsoft Server / Desktop
• Microsoft Office suite
• E-mail Solutions
• A good working knowledge of IT networking principles including routing, switching and Wi-Fi
• A good working knowledge of IT Monitoring and management tools

Benefits Include:

• An industry matching salary.
• Pension Scheme with significantly higher matched contributions.
• Death in Service Insurance
• A tailored professional and personal development plan.
• Free financial wellbeing advice
• Work in attractive office space with plenty of free parking including EV
• Take part in our regular events and activities outside of work. for charity or just for fun
• Birthdays off as a paid holiday
• Work in a modern office with Barista Caf area and Team Room

If youre seeking an exciting and challenging role where you can use your skills and learn new ones, whilst influencing the success of growing business then apply now and one of our Internal Recruiters will contact you, to discuss your experience and skillset.Further information on the Concorde technology group can be found at www.tctg.co.ukConcorde Technology Group are an equal opportunities employer and welcome applications from all sectors of the community.No Agencies please.

Keyskills :
IncidentsITILPersonal DevelopmentService DeskService Levels