Service Desk Manager

2 days ago


Leeds, United Kingdom Oscar Technology Full time

Service Desk Manager - £50K - £55K 10% bonusHybridAre you a transformational leader looking for an opportunity to make a big impact? Are you an operational and performance-driven individual who can set goals and motivate others? This is a brilliant opportunity to lead an amazing team of Service desk support engineers, (hybrid) based in Leeds.They're a strong unit with strong culture and have a key focus on ITSM methodologies. Responsibilities Provide effective technical leadership, line management and direction to the Service Desk team in pursuit of service excellence. Analyse the service desk systems and performance data ensuring the service and delivery meets or exceeds SLA for incident, problem, and change.Ensure the team are effective and adequately trained in investigating, identifying, diagnosing, and resolving Incidents related faults and escalating to 3rdparties where necessary.Monitor and manage the team performance through effective development and use of KPI's and reporting, identifying and coaching team members in attainment of performance.Own the creation and development of effective organisational procedures, policies, and practices to deliver against SLA and to industry best practices such as ITIL.Pursue and lead the effective identification, analysis, and escalation of problems - owning them through to resolution, reporting effectively to stakeholders.Ensure the attainment of SLA in delivering effective request fulfilment.Ensure that staff are trained to meet the demands of service in the pursuit of operational excellence.Implement appropriate methods of feedback for customer and supplier satisfaction. Service Desk Manager - Leeds (Hybrid)Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website.



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