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Service Desk Manager
2 months ago
This vacancy is to join one of the country’s most successful telecoms business in supporting an impressive portfolio of clients across multiple industries. We are looking specifically for a Service Desk Manager that will be responsible for the day to day running of the function.
You will be responsible for:
- Managing the strategic development of the function and driving change
- Leading, mentoring, and coaching the Service desk by setting clear performance expectations, standards for quality work, response time, and overall user satisfaction.
- Setting target objectives for the development of the department
- Owning the Major Incident Management & Change Management processes, developing and ensuring that they’re fit for purpose and leading the team to meet the customers contractual requirements
- Problem Management
- Developing and implementing best practices and processes in line with ITL standards
- Conducting regular team meetings and one to one reviews to monitor progress and drive performance.
- Engaging with business stakeholders to understand expectations and business needs, organising department resources as required for the team.
- Working with the team to review capability, identify knowledge gaps and implement training and development plans.
- Managing the suppliers, attending supplier meetings and supporting supplier service improvement activities
- Monthly reporting on SLA performance, Risks and issues, Service improvement etc.
Perks:
- 25 days holidays (+Bank holidays)
- Hybrid working
- Life Assurance
- Health cash plan
- Industry training /certifications funded and more.
The Company:
They have produced consistent levels of growth over the last 5 years and are multi award winning within their sector.
They have a number of high-profile and critical organisations with work across the country in both the Not-for-profit and Commercial Sectors of the economy. Over the next 5 years they are looking to continue on this growth trajectory and will be investing heavily in the business, their proposition and the people who work for them.
Interviews are being scheduled immediately with a quick process turnaround, so please apply with your CV now if you’re interested in finding out more.
IT Service Desk Manager | Helpdesk Manager | Service Desk Team Leader | Head of Service Desk | Service Delivery Manager
