IT Support Service Desk Manager

1 day ago


Reading, United Kingdom Reed Full time

| IT Support Service Desk Manager | hybrid | IT Support | Support manager | IT manager | service desk | Service Desk Manager | job | permanent | JIRA | Agile | MS | Microsoft | Azure | DevOps | ITIL |

IT Support Service Desk Manager wanted to join an established and ambitious company.

IT Support Service Desk Manager required to drive the new service desk that has been implemented. JIRA has been chosen as the Service Management Tool due to its flexibility in providing services into the rest of the business. As the Service Desk Manager,you will develop and expand the service desk. Defining and driving SLAs within the system and allocating tasks to the support engineers. As a people manager you will complete skills and training assessments for your team to ensure they have the requisite skillsto complete the issues / tasks that they are assigned. Reporting and identifying process improvements along with in-depth analysis of repeat incidents to identify root cause of repeat issues. This is a senior role which will also support the Head of Informationtechnology in Service Management areas dealing with suppliers and partners supplying services into the business.
- Significant experience in IT Service Management and managing outsourced IT services
- High levels of professionalism and interpersonal skills.
- Highly organised in creating and compiling documentation.
- Able to grasp new concepts quickly and efficiently.
- A strong logical and troubleshooting mind-set, with excellent time management skills.
- Ability to work remotely with little management supervision.
- Positive and enthusiastic approach and a strong team ethic.
- Ability to multi-task, be flexible and deal with interruptions and change.
- Ability to work under pressure whilst meeting and exceeding contractual SLAs, KPIs and Customer Satisfaction.
- Excellent communication skills.
- Previous experience in managing and developing the service desk (JIRA a plus)

We look forward to your submission

| IT Support Service Desk Manager | hybrid | IT Support | Support manager | IT manager | service desk | Service Desk Manager | job | permanent | JIRA | Agile | MS | Microsoft | Azure | DevOps | ITIL |



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