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IT service desk manager

Permanent @Garniche Jobs UK in IT
  • Chesterfield, Derbyshire View on Map
  • Post Date : November 23, 2022
  • Apply Before : January 3, 2023
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Job Detail

  • Job ID 282295

Job Description

IT Service desk manager.
Sallary Negotiable dependant on experience
As the Service Desk Manager, you will be responsible leading an established Service Desk of IT professionals. You'll manage the day-to-day operation of the IT Service Desk ensuring that all Service Desk staff record, prioritise, and manage the lifecycle of Incidents and Service Requests efficiently, with a high level of customer service and in accordance with Service Level Agreements.
You will be managing and mentoring the team to develop individuals, aiming to deliver the high operational standards expected from CT’s customers. This is a full-time management role within the business.
The key duties and responsibilities of this position are as follows:
• Managing the day-to-day operation of the 24/7 IT Service Desk including working with the technical team leaders (where applicable)
• Ensure cover is in-place for technical team leaders (where applicable) to ensure continuation of service levels as well as the operational escalation point
• Ensure accurate prioritising and managing the lifecycle of incidents and service requests
• Ensure that on-call rota’s are in-place the required service is understood
• Collate monthly payroll information for the Operations Manager (i.e.) overtime, holidays, sickness
• Establishing and maintaining relationships with key stakeholders both internal and external ensuring customer satisfaction
• Assist in building a Service Desk strategy providing ideas to develop the Service Desk
• Ensure that any KPI’s in-place are delivering the required service perception to customers as well as the contracted SLA’s
• Monitor and deliver regular data analysis and reporting of SLA’s/KPI’s as well as trends/utilisation which include recommendations for improvement which will be reviewed at monthly board meetings
• Define and document Service Desk standard operating proceduresprocesses to drive efficiency and service improvements
• Mentor and develop staff to create a proactive Service Desk working environment including regular 1-2-1’s
• Work with our Service Management team to address any complaints, SIP’s and continual service improvement initiatives
• Liaise with our DevOps team to identify and implement efficiency using automation as well as system improvements
• Ensure all RCA reports are completed by the technical service desk engineers and reviewed in-line with the SLA’s
• Attend (when required) client service review meeting with the AM/SM
• Oversee the delivery and develop an effective onboarding process of all new Service Desk employees
• Contributing to the development of our overall service strategy
• Delegation of all assigned technical tasks into the appropriate service sesk engineer or team leader or technical lead (where applicable)
This full-time role involves, accurate, regular communication with the Operations Manager, Service Managers, Account Managers, Implementation Management and CT’s Directors. You must be able to work proactively on your own initiative and with the Operations Manager in a fast-moving industry to deliver effective operational management across the service desk team.
Aptitudes / Skills / Abilities
• Self-motivated and enthusiastic
• Excellent communication skills/written and verbal
• Excellent presentation skills
• Evidence of strong people and team management/leadership
• Proactive approach to avoid service impacting events
• Ability to deliver excellent customer service through team empowerment
• Excellent operational problem-solving skills
• Ability to deliver operational change across the team
• Ability to work effectively and efficiently alone or as part of a team
• Adaptable and Flexible
• Remain calm and punctual under pressure
• Analytical thinker with a focus on data
• Ability to delegate tasks across a team
Qualifications / Knowledge and Experience
• Minimum 2 years’ experience within the IT Industry and previous experience within an IT & Telecoms MSP
• Minimum 2 years of team leadership/management experience
• Ability to work full-time
• Proven knowledge of ITIL framework
• Proven experience of developing a team through growth and change
• Proven experience of working within, managing and defining KPI targets