IT Service Desk Leadership Role

6 days ago


Bristol, Bristol, United Kingdom Osborne Clarke Full time

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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