Service Desk Manager
5 days ago
Job Summary:
A senior role for an experienced Service Desk Lead to drive process improvement and manage the front-line service desk function, ensuring a proactive, efficient, and mature service is provided to the organisation.
About the Company
Ashdown Group is a leading recruitment agency in the UK, specialising in IT and technology jobs. We work with top clients across various industries, helping them find the best talent for their teams.
About the Job
This role is pivotal in driving process improvement and managing the front-line service desk function. As a seasoned Service Desk Lead, you will have full ownership of the Service Desk function and will be responsible for ensuring it provides a proactive, efficient, and mature service to the organisation.
Main Responsibilities:
- Run the front line service desk function ensuring it provides a proactive, efficient and mature service to the organisation to agreed SLAs on services.
- Take ownership for Manage Engine Service Desk Plus (SDP) and champion the use of ITIL best practice. Ensure that all IT support queries are logged in SDP and resolved according to agreed SLAs.
- Work closely with the wider IT function and business to ensure that issues are escalated appropriately and tickets/users are kept up-to-date on progress.
- Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process and that uncontrolled/unauthorised changes are not carried out.
- Meet the operational requirements of our Information Security Management System. Proactively engage in internal and external audit programmes and ensure remediation activities are completed in a timely manner.
- Able to identify opportunities for continuous service improvement and their implementation, including recognising the potential for amendment to existing ITSM processes, updates to the SDP configuration and workflows, and reporting.
- Prepare management reports on ITSM performance.
About You
We are looking for a personable, ITIL qualified Service Desk Lead or Service Desk Manager who enjoys people management. The ideal candidate will have the following skills/experience:
Requirements:
- Experience of IT Service Management in a 24/7/365 environment, ideally with a demonstration of career progression.
- A good understanding and experience of the execution of ITIL processes including Incident and Problem Management, Change Management, Asset Management, Configuration Management, and Continual Service Improvement (CSI).
- Demonstrable leadership skills: commitment, highly organised, owning problems (and solutions), people leadership.
- Accreditation at ITIL Foundation expected as a minimum; higher is a bonus.
- Customer centric and empathetic self-starter with maturity and confidence. Excellent communication skills to engage different stakeholder groups across the organisation.
- Familiarity with terminology and support of the following technologies is an advantage:
- Microsoft Office applications both desktop and M365 deployed.
- Mobile devices, desktops, and laptop estates.
- Azure, AWS, private cloud, and on-premise server deployments.
- IIS/.Net, SQL Server, and ORACLE SaaS and client/server applications.
- Microsoft Office applications both desktop and M365 deployed.
What We Offer
The salary for this role is £52,000 plus benefits and bonuses. If you are a motivated and experienced Service Desk Lead looking for a new challenge, please apply now.
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