IT Service Desk Manager
3 weeks ago
Osborne Clarke is seeking an experienced IT Service Desk Manager to lead our Bristol office's service desk team on a month fixed-term contract basis. The next months will be a period of significant change as we implement Service Now.
Key Responsibilities:
- Lead the IT Service Desk team, fostering a customer-first approach and developing team members' skills and capabilities in IT Service Management.
- Manage service desk staff and associated service providers, ensuring they are adequately trained, motivated, and equipped to handle user inquiries and technical issues effectively.
- Develop and implement strategies to enhance service delivery, including forecasting demand and analyzing metrics and trends.
- Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
- Drive continuous improvement initiatives within the service desk, such as implementing new tools or technologies and streamlining processes.
- Prepare regular reports on service attainment and service desk performance for management and 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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