IT Service Desk Manager Position
1 week ago
Job Description:
Osborne Clarke is seeking an IT Service Desk Manager to lead our Bristol office team on a fixed-term contract basis. This is a period of significant change as we implement Service Now.
Key Responsibilities:
The IT Service Desk Manager will be responsible for managing service desk staff and associated service providers. They will develop skills and motivate team members to deliver high-quality support services.
Team Management:
Leading and managing 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.
Service Delivery:
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.
Incident and Request Management:
Overseeing the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
Technical Expertise:
Having a strong technical background can be beneficial for understanding complex issues and providing guidance to the team when needed.
Continuous Improvement:
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.
Reporting:
Preparing regular reports on service attainment and service desk performance in detail, including key metrics such as response times, resolution rates, and customer satisfaction scores.
Compliance and Security:
Ensuring compliance with relevant internal policies and procedures, as well as responding to incidents of criticality.
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
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