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Service Desk Operations Manager
2 months ago
Job Title: Service Desk Delivery Manager
Job Type: Full-time
Company: Recruit4talent
Location: Meriden, West Midlands
Job Description:
We are seeking an experienced Service Desk Delivery Manager to join our IT department. As a key member of our team, you will play a leading role in improving and maintaining the performance of our Service Desk department.
Key Responsibilities:
- Define and adopt department standards, SLAs, monitoring, and pro-active maintenance across the IT estate.
- Business relationship management, ensuring the Service Desk team achieves service levels to a high quality.
- Managing and continuously improving IT Service Support and Service Delivery processes to meet business needs.
- Ensuring successful delivery of a high-quality IT Service Desk and IT Operations to internal and external users.
- Leading on working with 3rd parties to develop, deliver, and transition change into operational support.
Requirements:
- ITIL qualified to Practitioner level or proven experience is essential.
- 10+ years in an equivalent role, managing a team of service desk analysts.
- Strong people management skills are essential.
- Experience with supporting Windows 10/11, iOS, and Mac across a range of devices.
- Experience of working with Cloud Transformations or Public Cloud Adoption.
- Experience of using Azure.
- Excellent knowledge of all current and emerging Service Management methodologies.
- Experience of working with Service Now or Fresh Service.
- Demonstrable and extensive experience of leading the Service Delivery function within a multi-site SME.
- Experience of managing third parties and third-party delivered services to strict Service Level Agreements.
- Experience in implementing and reporting on internal SLAs.
- Demonstrable experience in service transition, introducing project deliverables into live service.
Benefits:
- £50,000 - £65,000 salary depending on experience.
- 30 days holiday including bank holidays pro rata on joining.
- 32 days holiday including bank holidays after 1 year, rising annually to max of 37.
- Comprehensive training and mentoring with opportunities for personal and professional growth.
- 9am-5.30pm Mon to Thursday, 9am-5pm Friday.
- Flexible work arrangements.
- Free onsite parking (includes electric charging points).
- Nest Pension.
- Access to discounts app.
- Subsidised bistro.
- Indoor gym.
- Squash court and recreation area.
- A collaborative and inclusive work culture.
