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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 join our team. As a key member of our Managed Network IT Solutions business, you will be responsible for overseeing 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.