Head of Service Desk

Role: Head of Service Desk Location: Central London - hybrid working **Salary**: Up to £70,000 basic salary + benefits CPS Group UK Ltd are working with an award winning cloud transformation, data analytics and managed services organisation to recruit a Head of Service Desk to lead a team of on-shore and off-shore engineers and co-ordinators providing 1st and 2nd line supportto clients across a broad spectrum of industry sectors and geographic locations. You'll be driving continuous service improvement, identifying opportunities to improve efficiency, customer satisfaction and overall adherence to contracted service levels. Main Responsibilities: Leading the Service Desk function with a strong focus upon delivering best practice service desk support, driving incident and request management to meet SLAs. Promoting a strong ethos of customer satisfaction through responsive, professional, informative and considered interaction with clients across all medium. Ensuring demand is identified and managed to meet the current and future needs of the business and its clients. Resource levels are forecast based upon management information and planned events. Recruitment of personnel is planned and pursued in a timely manner to avoid understaffing wherever possible. Recruitment of individuals who possess the relevant mix of technical, interpersonal and motivation to drive the service forward and develop their onward career with our business. Creating, implementing and executing a comprehensive induction programme for new employees, ensuring that individuals are fully conversant with the requirements of the role and able to demonstrate readiness to work with appropriate levels of supervision. Striving for continual service improvement in all aspects of the service desks operations, promoting a highly structured approach to identifying, reviewing issues and taking corrective actions to avoid future repetition. Analysis of data to identify and evidence the need for and benefits of improvement activities with measurable outcomes. Driving the monitoring and proactive response to events to minimise impact upon services and clients. Ensuring tickets are proactively administered and updated appropriately to reassure stakeholders that resolution is actively progressing. Building a strong sense of "team" within the service desk functions and locations, motivating engineers and co-ordinators at all levels to engage and drive service performance and excellence. Ensuring documentation is proactively managed, maintained and reviewed to accurately reflect current best practice in terms of technical and client knowledge. Promote the adoption of, and adherence to and ongoing development of ITIL based processes to create a consistently executed approach and outcome for the operations. Provide an internal escalation point for overdue and high priority activities and issues. Create and maintain development plans and role profile / job descriptions to reflect ongoing changes in support requirements and resolution capability. Person Specification: Significant experience of managing a medium to large multi-site technical service desk. Whilst this is not a technical role a broad technical knowledge would be advantageous. Advanced communication skills; both verbal and written, able to communicate across all levels. Previous experience in a Managed Service Provider environment, supporting multiple client infrastructures would be essential. Experience of ConnectWise Manage and ITGlue would be an advantage. Supplier management and managing off-shore resources across multiple timezones. For further information and to receive a full job description, please send in an up to date copy of your CV or call Aimee on for more information.