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IT Service Desk Director
2 months ago
Job Title: Service Desk Manager
Job Summary:
We are seeking an experienced Service Desk Manager to lead the creation and management of our new IT service desk in the automotive industry. As a key member of our team, you will be responsible for building and leading a high-performing support team, ensuring KPIs, SLAs, and OKRs are met.
Key Responsibilities:
- Team Leadership: Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
- Team Performance: Oversee team performance and development
- Recruitment and Training: Recruit, train, and continuously improve team capabilities
- Culture and Environment: Foster a positive, high-energy work environment
- Stakeholder Alignment: Align service expectations with stakeholders to meet business needs
- Incident Management: Conduct performance reviews with IT providers, manage service levels, and create performance reports
- Process Optimization: Optimize third-party services, oversee major incidents and problem resolution, and maintain clear communication during incidents and changes
- IT Onboarding: Manage IT onboarding and equipment setup for new starters, oversee secure removal of access and retrieval of equipment for leavers
- Process Streamlining: Streamline processes for rapid growth and efficient equipment management
- IT Integration: Facilitate IT integration of acquired businesses
- ITIL Principles: Deliver IT services aligned with ITIL principles
- Compliance: Ensure compliance with information security standards
- Collaboration: Collaborate on software and infrastructure updates, maintain end-user equipment security standards
- Reporting: Produce reports for executives and the board, measure customer satisfaction and identify improvements
- Relationship Building: Build strong working relationships across the business, review third-party supplier performance
Requirements:
- Leadership Experience: Extensive experience leading a service desk in a multi-site organization, catering to a large user base
- ITIL Knowledge: Strong grasp of ITIL principles and project management
- Helpdesk Experience: Proficiency in using and reporting from helpdesk ticketing systems
- Service Level Management: Effective in managing service levels and performance reporting
- Positive Attitude: Positive, high-energy mindset with a focus on continuous improvement
- Technical Skills: Experience in a Microsoft 365 environment and familiarity with niche third-party applications
- Industry Background: Background in retail or service/support industries is a plus
About Us:
Som3 Recruitment is a leading recruitment agency specializing in IT and technology placements. We are proud to be working exclusively with a fast-growing automotive industry company seeking to build out an IT hub in the Leicester area.
