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Service Desk Manager
4 months ago
IVC Evidensia continues to bring people together to make animal care better with one goal in mind – healthy animals and happy owners. Join us and be part of our mission to deliver the highest quality care to millions of animals.
We are excited to be looking for a Service Desk Manager to join our IVC Evidensia Service Desk function. Supported by 4 Team Leaders, you’ll oversee the operation of the desk-based Service Desk team, the IT Administration team and the Field Service team. The IT Service Desk provides a first point of contact to all IVC IT users across the UK, Ireland and the wider European region.
As an IVC Evidensia employee, you will benefit from:
- 5 weeks holiday plus bank holidays
- Your birthday as a paid day off each year
- Cycle to work scheme
- Discounted staff pet care
- Company pension
- EAP and supportive wellbeing programmes
- Single Private Healthcare
- Family-Friendly policies
Day to day, the Service Desk Manager will:
- Ensure that incidents and requests are handled according to agreed procedures and ensure that suitable documentation is available for those providing support.
- Analyse processes, identify alternative solutions, and recommend new approaches. Help establish requirements for the implementation of changes in processes.
- Take responsibility for the definition, documentation and satisfactory completion of projects
- Communicate effectively, acting as a key liaison with practices, team members and colleagues
- Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files
- Lead, manage and direct the team to support all aspects of the IT Support Service
- Drive performance, ensuring agreed SLAs and KPI’s are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.
- Ensure processes are in place for monitoring the quality of interactions with the Service Desk to enable effective performance management and customer satisfaction.
The Service Desk Manager will need:
- Significant experience managing and maturing a Service Desk team in a large organisation
- Experience mentoring team members with varied skill levels
- Excellent analysis and reporting skills
- Knowledge and experience of the ITIL IT Service Management Framework
- Excellent interpersonal skills
Upon application, your CV will be reviewed by Cogito, IVC Evidensia's Talent Partner. A member of the Cogito team will be in touch regarding next steps.
As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.
