IT Service Desk Manager
3 weeks ago
Osborne Clarke is seeking an experienced IT Service Desk Manager to lead our Bristol office team on a month fixed-term contract basis. This is a critical role that will play a key part in the successful implementation of Service Now.
Key Responsibilities:
As Service Desk Manager, you will be responsible for leading a team of support analysts and 3rd party resources, ensuring they are adequately trained, motivated, and equipped to handle user inquiries and technical issues effectively. You will also be responsible for personal development and managing performance of staff.
Service Delivery: You will be responsible for ensuring that service level agreements (SLAs) are met or exceeded. This involves monitoring service desk performance, analysing metrics and trends, and implementing improvements to enhance service delivery, including dealing with forecasting demand.
Incident and Request Management: You will oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction. You will also be responsible for engaging on major and minor incidents to ensure that business is not materially impacted or risk is significantly reduced.
Technical Expertise: While not always required, having a strong technical background can be beneficial for understanding complex issues and providing guidance to the team when needed.
Continuous Improvement: You will be responsible for driving continuous improvement initiatives within the service desk, such as implementing new tools or technologies, streamlining processes, and enhancing the overall customer experience. You will also be responsible for engaging on the ITSM project to ensure that the Service Desk adopts the ITSM service model.
Reporting: You will prepare regular reports on service attainment and service desk performance in detail, including key metrics such as response times, resolution rates, and customer satisfaction scores, to management and other stakeholders.
Requirements:
- Strong leadership and team management skills
- Excellent understanding of IT service management principles and frameworks, most notably ITIL
- Experience in managing service delivery in a complex and dynamic business environment
- Strong problem-solving and decision-making skills
- Excellent communication and stakeholder management skills
- Knowledge of ServiceNow is beneficial, but not essential
What We Offer:
We offer competitive salaries and generous benefits.
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