Head of Service Desk

7 months ago

Newcastle upon Tyne, United Kingdom Nomad Digital Full time

**Overview**

We are currently recruiting a Head of Service Desk for our fast-paced, innovative Operations and Maintenance division. As the Head of Service Desk you will be responsible for managing the Central Service Desk team including any third-party support organisations who act as an outsourced function. You will lead the Regional Team Leaders and Service Coordinators in line with the ITIL Service Management Framework that Nomad delivers to its global customers, and in line with contractual requirements, you will provide support to Regional Customer Service Managers, ensuring customer SLAs and associated reporting is delivered.

**About Nomad Digital**

Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems. Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.

When you join Nomad Digital, you will join a forward thinking, fast-growing, fun environment with access to some of the very latest technology in its field. You will work with experts who innovate collaboratively, creating an environment of team work and trustworthiness

**Essential Duties and Responsibilities**:

- Leadership and single point of escalation for the Central Service Desk team within the O&M organisation
- Process responsibility for Incident, Problem, Change and Transition plus any associated audit and reporting requirements
- Service expert /reference for senior management and customers relating to Central Service Desk activity namely:

- Related metrics & SLA
- Incident Management Tools
- Trends and issues
- Activities undertaken that affects service performance
- Manage and report against financial budgets relating to Central Service Desk
- Internal monthly reporting of Central Service Desk performance against key metrics
- Provide regular agreed updates on service issues to the Nomad Senior Management Team and any others impacted across the Nomad business.
- Line Management, help and support to the Regional Team Leaders and Regional Service Coordinators
- Regular review of all tools used by the Central Service Desk Team to ensure most effective use and consideration to any new tooling.

**Qualification requirements**:

- At least 3 years’ experience managing a Service Desk or a service delivery team
- Microsoft Word, PowerPoint, and Excel
- Experience and knowledge administrating an ITSM tool i.e., JIRA / Remedy Force / Service Now
- At least 5 years’ Experience of managing staff
- At least ITIL v3 with experience of operating and adapting business processes

**Experience Requirements**:

- Good Commercial awareness and knowledge of contracts, SLA and KPIs
- Significant exposure to ITIL v3 with demonstrable work experience operating a Service Desk
- Good problem management experience using RCA techniques
- Significant experience of service management or service introduction in an IT environment
- Experience of collaborating with customers at senior levels of the organisation
- Technically competent with a work history including technical hands-on skills either in delivery or maintenance of IT infrastructure.
- Demonstrate a strong bias for action; delivering against time, quality and cost
- Experience in analysing information, understanding and identifying problems /trends to enable implementation of the necessary course of action to achieve the desired outcome
- Good communication, presentation, and inter-personal skills
- Ability to work under mínimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements against competing deadlines
- A strong desire to improve and effect change to constantly develop and improve the services offered.
- Ability to prioritise and keep calm under pressure.
- Ability to nurture and develop a strong team spirit both within the team and across teams interacting with Operational Maintenance

**Key Behavioural Competencies**:

- Ability to organise and prioritise workload and meet deadlines
- Good communication both written and verbal
- Good troubleshooting ability to identify the root cause of issues to help resolve problems
- Proactive individual with a passion to deliver
- Ability to multi-task and switch between tasks without losing track of promises and deadlines
- Self-starter who knows what needs to be done and requires little supervision
- Ability to work with external suppliers and engender good commercial relationships
- Ability to work with customers to help understand their requirements and needs and manage their expectations

**Benefits**
- Health Care Cash Plan.
- Life Cover & Critical Illness Cover.
- Contributory Pension Sche

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