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Job Location | South West England |
Education | Not Mentioned |
Salary | £55,000 - £60,000 per annum |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent, full-time |
Robert Half are working with a growing business services organisation in the Bristol area as they continue to build their IT Service Operations function. The RoleThe Service Desk Manager has responsibility for the management of the IT Service Desk function which includes a desk-based Service Desk team, an Administrative Team and remote Field Service Engineers. The role is supported by Team Leaders who will managethe day-to-day workload of the Service Desk and Field Service Engineers. They are also responsible for the management of the IT Admin team who undertake a variety of admin tasks, including procurement and management of joiner/leaver tickets. The role reportsinto the incumbent Service Desk Manager within the IT Service team.The Service Desk Manager will ensure robust processes and procedures are in place for the efficient and consistent management of the incidents and service requests. They will develop and embed appropriate Key Performance Indicators (KPIs) to monitor individualand team performance. They will identify Service Improvement Plans (SIPs) to improve service where KPIs are not being achieved. They will produce regular reports for wider IT management to highlight performance of the team and progress against SIPsDay-to-day responsibilities: