IT Service Desk Leadership Role
6 days ago
Osborne Clarke is seeking a seasoned IT Service Desk Manager to lead our support team on a fixed-term contract basis.
As the successful candidate, you will be responsible for overseeing a team of IT support analysts and third-party resources. Your primary focus will be ensuring high-quality support services are delivered consistently while adhering to established service level agreements.
Key Responsibilities:
- Provide effective leadership and management to the IT support team, fostering a collaborative and high-performing environment.
- Oversee the delivery of comprehensive IT support services, ensuring timely resolution of incidents and requests.
- Implement and maintain robust service management processes aligned with industry best practices, such as ITIL.
- Proactively identify areas for improvement within the IT service desk, driving continuous enhancement initiatives.
- Develop and deliver clear reports on service performance metrics, highlighting key trends and insights.
- Ensure compliance with internal policies and procedures related to IT support operations.
Requirements:
- Proven experience in leading and managing IT support teams within a dynamic business environment.
- In-depth understanding of IT service management principles and frameworks, particularly ITIL.
- Exceptional problem-solving and decision-making abilities, with a focus on delivering effective solutions.
- Excellent communication and stakeholder management skills, ensuring clear and concise information exchange.
- Familiarity with ServiceNow or similar ITSM platforms is highly desirable.
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