Service Desk Manager
3 days ago
**IT Service Desk Manager - Wakefield - £47.5k - Gaming**
**Service Desk | KPI's | Performance Management | ITIL | ServiceNow**
**Salary**:£47,500
**Location: Wakefield (Occasional travel to other offices)**
Are you an experienced Service Desk Manager, looking for a new challenge in your career? Do you have demonstrable experience in leading, developing and motivating a team? Have you previously been responsible for setting KPI's and SLA's? Interested in workingfor a company who offer a fun and enjoyable work environment and support the development of your career? If so, I have a fantastic opportunity for you
I'm looking to speak with individuals who can manage a team of seven 1 st and 2 nd line support analysts and support them in their personal and professional development. You will be able to demonstrate that you can be responsible for incident and problemmanagement. You must be able to develop and maintain the strategy, standards and procedures framework for the Service Desk.
**Key Responsibilities**
- Manage a team of seven 1 st and 2 nd line support analysts, ensuring procedures are followed, with regards reviews and problem analysis
- Develop, maintain and enhance the Incident, Critical Incident and Service Request processes (ITIL) and procedures, providing continual updates to stakeholders
- Implement and develop the Service Desk strategy, standards and procedures
- Be accountable for high profile critical and complex incident when required
- Communicate planned outages, upgrades and incidents with key stakeholders
- Develop KPI's and report against them to monitor the Service Desk performance
- Help to develop the career of the Service Desk who report into you
- Continually seek ways to enhance and improve the Service Desk
- Previous experience as a Service Desk Manager with a team of 5 analysts or more
- ITIL certified
- Practical experience of ServiceNow, Hornbill or another industry standard service desk platform
- Strong communication skills
- Excellent stakeholder relationships
- Full clean driving licence
Xpertise are acting as an employment agency and business
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