IT Service Desk Team Leader

3 weeks ago


Bristol, Bristol, United Kingdom Osborne Clarke Full time

Osborne Clarke seeks an IT Service Desk Manager to lead the Bristol office team on a month fixed-term contract basis. This period will be characterized by significant change as we implement Service Now.


As Service Desk Manager, you will be responsible for leading the IT Service Desk team, focusing on a customer-first approach, developing team skills in IT Service Management, and leveraging service desk tools and software.



Key Responsibilities

The Service Desk Manager will oversee service desk staff and associated service providers, developing skills and motivating team members to deliver high-quality support services. Other key duties include:



  • Team Management: Leading and managing a team of support analysts and third-party resources, ensuring they are adequately trained, motivated, and equipped to handle user inquiries and technical issues effectively.
  • Service Delivery: Ensuring service level agreements (SLAs) are met or exceeded.
  • 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: 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.
  • Compliance and Security: Ensuring compliance with relevant internal policies and procedures.


Requirements

We are looking for individuals with strong leadership and team management skills, excellent understanding of IT service management principles, experience in managing service delivery in a complex environment, and strong problem-solving and decision-making skills.


Knowledge of ServiceNow is beneficial but not essential.


We offer competitive salaries and generous benefits.



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