Head of Service Desk

2 weeks 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 Central Service Desk team in line with the ITIL Service Management Framework Nomad delivers to its global customers and in line with any 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
- Line management responsibilities for Incident, Problem, Change and Transition Co-Ordinator’s plus Service Desk Analysts
- Planning labour resource to ensure the required levels of service are maintained and delivered within required SLAs
- Interface point into the Regional Customer Service Managers regarding escalation or service impacting issues.
- 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 being 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
- Understand the business impact of service quality issues and manage the resolution through to customer satisfaction.
- Provide regular agreed updates on service issues to the Management Team and any others impacted across the Nomad business.
- Work with the management team to develop and improve processes within the area and ensure process adherence within the team.
- 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
- Good technical understanding of Networks
- At least 5 years Experience of managing staff
- ITIL V3 with experience delivering and adapting the 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 working 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.
- Ability to translate business insights/objectives and strategies into specific goals and rigorously implement plans without compromising on standards
- 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

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