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IT Service Desk Manager
2 months ago
Osborne Clarke is seeking an experienced IT Service Desk Manager to lead our Bristol office's IT service desk team on a month fixed-term contract basis. This is a period of significant change as we implement Service Now, and we need a skilled professional to oversee the transition.
Key Responsibilities:
- Lead and manage 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.
- 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, streamlining processes, and enhancing the overall customer experience.
- Prepare regular reports on service attainment and service desk performance, including key metrics such as response times, resolution rates, and customer satisfaction scores.
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 a range of benefits to our employees.
