Service Desk Manager

5 days ago


Edinburgh, United Kingdom Redrock Consulting Ltd Full time

The organisation is a key player within the financial services industry, known for delivering excellent service to their clients. They are market leaders in their field and offer fantastic progression opportunities and excellent compensation.

**Day-To-Day Responsibilities**
- Ensure KPI's are met by managing the Global Service Desk Ticket Backlog
- Identify and assign aged tickets to the team
- Work with Business management to maintain service levels
- Identify and escalate Major Incidents ASAP, Co-ordinate resolution of high and critical priority Incidents across the dayshift and shift teams. Support regional / remote Critical Incident Managers.

**Experience**
- Experience leading a service desk and managing ticket backlogs
- Experience producing Major Incident Reports
- Ideally Service Now Reporting experience
- Good understanding of ITIL Framework and best practice

**Benefits**
- Flexible working
- 25 days holiday plus the option to buy 5 more
- Shareholder Incentive Plan
- Company bonus scheme
- Excellent pension scheme

Please send CV for an informal chat and full job description.



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