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IT Service Request Manager

2 months ago

Greater Manchester, United Kingdom ECS Resource Group Full time
Job Title: IT Service Request Manager

At ECS Resource Group, we are seeking an experienced IT Service Request Manager to oversee the lifecycle of IT service requests, ensuring timely and accurate fulfilment, and maintaining a high standard of customer satisfaction.

Key Responsibilities:
  • Manage Service Requests: Oversee IT service requests from logging to resolution, ensuring compliance with Service Level Agreements (SLAs).
  • Ensure Compliance: Handle escalations and coordinate between IT teams, vendors, and customers for prompt resolution.
  • Process Improvement: Analyze trends to enhance efficiency, implement best practices, and continuously improve workflows and performance metrics.
  • Collaboration & Communication: Work with support teams to resolve issues quickly, provide stakeholders with regular updates on high-priority requests.
  • Monitoring & Reporting: Track requests and report on Key Performance Indicators (KPIs), identify service issues or improvements based on volume and resolution data.
  • Customer Satisfaction: Maintain high customer satisfaction by delivering timely, quality service, collect and assess feedback to drive improvements.
  • Tool Management: Maintain IT Service Management (ITSM) tools (e.g., ServiceNow) for effective tracking and resolution, train staff and users on tool use.
  • Compliance & Governance: Ensure compliance with internal policies and regulatory requirements, support audits and enforce security and privacy standards.

Requirements:

  • University degree or college diploma in the field of computer science or three years' equivalent work experience.
  • Previous Service Desk Manager experience.
  • Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.
  • Experience with ITSM tools (Service Now, SCCM, Intune).
  • A very analytical mind, able to tackle a problem from different angles and make decisions quickly, strong communication and negotiation skills.