Service Desk Manager

4 days ago


Leeds, United Kingdom Hays Specialist Recruitment Limited Full time

**Service Desk Manager / IT Service Manager**
**Service Desk Manager**
**Leeds + Remote working**
**Up to £50,000**
Your new role
The Service Desk Manager understands our product and service portfolio and utilises this to facilitate exceptional service delivery to our clients. The SDM will be taking direct ownership of all clients for service support, and where necessary, overseeing successfulsoftware/ service implementation for both on premise and cloud solutions.
Acting as a conduit between clients and the entire organisation, the SDM provides a high quality, customer focused service desk function. This is a hands-on role and requires highly developed relationship management with clients and a good understanding ofService Delivery processes, triaging, client configuration, data sets and technology implementations.

**Responsibilities**:
Manage the Service Desk Operations and support the Service Management functions.
Host regular catch-up meetings with clients to discuss BAU work and ongoing items and incidents.
Monitor and triage incoming support tickets in line with existing SLA's.
Actively promote excellent customer service for front-line service delivery within the SDM remit, constantly seeking ways to improve customer experience and satisfaction.
Implement release management principles to support incidents and queries raised against our agile software solutions.
Performance Management - Implement and monitor key performance indicators (KPIs) and govern our service proposition. Drive, design, implement and maintain improvements to key metrics, including First Time Fix Rates through better process, technology, and management.Utilise management information and consolidate agreed KPI's into product or service measures that underpin service management initiatives.
Oversee individual client Service Documents in line with any major changes to client environments.
Support our quality standard frameworks (ISO9001 & 27001), and our audit commitments.
Drive quality initiatives and assessments both internally and customer facing to identify and deliver areas for improvement and oversee process improvements.
Support the transition to cloud (AWS) and cloud-based service operations.
Experience needed
5+ years' service desk lead/management in either a service delivery or a software delivery environment. Qualified to ITIL Foundation v.3 (or equivalent).
Proven line management and team development experience.
Highly organised.
Proven ability to manage competing priorities.
Proven ability to implement release management principles to support incidents and queries raised against an agile software solution.
Continuous Improvement and Data Driven.
Knowledge of ISO standards (27001 & 9001).
Experience/knowledge of Jira Service Management. Technical Skills.
Proficient Business Systems knowledge (i.e., Jira, Linux, Apache Tomcat, MySQL).
Problem Management, Relationship Management, Communication, Organisation, People Management are the key requirements.
You will need to be able to manage a tech team (so will need a good understanding of tech and delivering SaaS product support)
Technical - ITIL methodology (implementation of process and procedures)
Agile Methodology knowledge - as will be leading BAU team through stand-up meetings.



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