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Service Desk Manager

EllisKnight International Recruitment
Job LocationStoke-on-Trent
EducationNot Mentioned
Salary30,000 - 38,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

EllisKnight recruitment are currently recruiting a Service Desk Manager to provide cover for maternity leave. The Service Desk Manager position will be for a 12 month period initially and will be working to provide efficient management and service performanceacross a portfolio of clients and live programmes of work. This will include monitoring agreed service levels and investigating non-achievements along with ensuring suggested improvements are clear and defined for each service in line with the agreed Service Management Plans (SMPs) and any Operational Level Agreements(OLAs) The Service Desk Manager will assist in driving service improvements to ensure customer expectations are exceeded whilst acting as a contact point for customer liaison in the event of any SLA breach or escalated customer issues. This role will be responsible for the overall assurance for issues and planned works through the Service Desk, liaising regularly with both Technical Delivery and Support within the Wider Service Ops team to manage Incidents, Problems and Change appropriately.

  1. role will work closely with the Service Delivery Management team to ensure a 5-star customer service, from transition into Early Life support and finally into Live Service. The Service Desk Manager is a key contact internally for the effective handoverof Service from the Project Management office and will be key in supporting the handover of all Services into Live.
Preferred background:
  • ITIL intermediate level (V3 or V4)
  • Service/Helpdesk management experience or good leadership with technical Service (ITIL) experience
  • Desirable IT related qualifications from in-house courses, personal development courses or degree (Or equivalent)
  • Any previous experience or backgrounds within a Defence/Military/MOD related field would be desirable.
  • Direct experience of a busy customer/client related service environment.
  • Proven analytical skills with the ability to identify trends/problems.
  • Proficient in the use of Microsoft Office tools (Word, Excel, Outlook, PowerPoint), Visio is desirable.
  • Excellent written, verbal and interpersonal skills.
  • Excellent knowledge of ITIL framework practices, including implementation in real world scenarios.
  • Knowledge of Service Management tool usage/management, specifically JIRA, is desirable.
  • Change Management Experience
  • Incident Management Experience

Keyskills :
HelpdeskITILService Desk

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