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Service Desk Manager

4 weeks ago

Liverpool, United Kingdom Proactive Appointments Full time

**Service Desk Manager - HYBRID WORKING**

**We have one of our biggest customers coming to market looking for an experienced Service Desk Manager.The role itself is a fantastic opportunity for someone to join our client and make an imprint on the creation of a new division on the business.**

**What you will be doing**

As a Service Desk and Major Incident Manager you will be responsible for the effective management of all aspects of the IT Service Desk, owning the relationships with the IT Service Desk stakeholders at all levels, whilst owning the Service Desk, Incidentand Request Practices, ensuring end to end performance is achieved against the stated Service Levels.

You will work with multiple stakeholder groups, including internal staff, third party support teams, and customer facing operational representatives, driving efficiency improvements and effectively coordinating and prioritising the key tasks.

Responsible for efficiently and effectively handling of all incidents, including high profile Major IT and Security Incidents, you will also aim to act on data with recommendations to improve the day to day productivity of different IT teams through useof KPIs and SLA performance.

You will liaise closely with other ITIL practitioners within the organisation and will demonstrate ongoing ownership and commitment to quality in every aspect of the role.

You will need a healthy IT understanding and feel comfortable acting as an escalation point for clients, acting as a deputy to the Head of IT Service Manager.

**What we are looking for**:

- ITIL qualified in Incident / Request / Problem Management at Practitioner level or equivalent
- Experience with operating a Service Desk function whilst maintaining the Incident management process and governance framework.
- Foundation ITIL or equivalent
- Ability to work in a collaborative environment
- Ability to provide legible targeted and relevant MI
- High level understanding of IT Architectural Infrastructure
- Experience in similar or equivalent role
- Ability to interpret technical details for non-technical recipients
- Document and implement verifiable process improvements
- Ensure adherence and provide updates to existing policies, processes and procedures
- Facilitate / and or chair meetings

**Requirements**:

- MS Office experience
- Manage Engine / Service Now experience
- 3 years’ Service Desk Management and Major Incident Management experience
- Able to engage at all levels with stakeholders.
- Experience in managing the resolution of complex issues with internal and external teams to drive incidents to resolution.
- Excellent communication skills
- Experience on Technology infrastructure Library (ITIL) V4 framework/best practices.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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