Service Desk Manager

3 days ago

Bath, United Kingdom James Adams Recruitment Full time

We have an exciting new role for an End User Computing Manager (EUCM) to join an Award-winning, UK-based, premium IT Services company. As the End User Computing Manager (EUCM) you will be responsible for the day to day operation of End User services deliveredteam, this includes line management of deployed Service Desk Managers & Team Leaders.
**Responsibilities of Role**:

- Operational accountability for the EUC Services delivered by Team Sigma
- Agree standards for monitoring Analyst performance / Service throughput with SOMs / EUC Director
- Ensuring all line managers are measuring the individuals within their teams in accordance to the standards
- Monthly reporting of Service volumes / capacity utilisation
- Agreeing single processes for key EUC Support activities with SOMs / EUC Director
- Implementation / monitoring of process adoption
- Major Incident Management
- Definition of a single Major Incident Management process for adoption by existing Team Sigma Services

(where possible) and into new clients
- Building relationships across the Acora business, especially with other EUC Managers and SOMs, to ensure

the adoption of single processes and knowledge sharing
- Maintaining good communication and relationship with the client and Service Delivery team
- Monitoring and anticipate business trends and requirements, ensuring all Services have the necessary

resources

**Job Requirements**
- Good broad technical knowledge, particularly around desktop, laptop and mobile devices
- Clear leadership abilities and motivational skills to bring the best out of a small mixed-skilled team
- A clear understanding of what constitutes an excellent IT service and the ability to direct and influence

resources in order to deliver it
- Knowledge of ITIL principles, processes and structures
- An ability to shape and develop the service to ensure it continues to meet the needs of its users

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