Service Desk Manager
2 days ago
**The Opportunity**
Successful services business is looking to recruit a highly-organised, highly-motivated Service Desk professional who has a passion for outstanding customer service, a talent for developing and motivating a high performance team and proficiency at influencingothers beyond their own team, to lead the service desk team at this international multi-site company. With an excellent track record at developing its staff, the company offers hybrid working along with a vast array of employee benefits.
**The Role**
Leading a growing team, the Service Desk Manager will be responsible for:
- Developing and managing a high performance team, ensuring objectives, training and professional development plans are maintained and effective
- Providing operational control and governance using KPIs to ensure SLAs are achieved at all times
- Ensuring resource plans are in place and adapt, where necessary, to changing circumstances
- Developing a culture of confidence, high morale, shared purpose and personal fulfilment
- Delivering success through the team through an inclusive culture
- Contributing to the wider IT operational and strategic plans
- Developing, maintaining and embedding an effective Quality Management System
- Developing a culture of excellence, continual improvement and outstanding customer service
- Measuring customer satisfaction
- Promoting best practice within and beyond the Service Desk
- Ensuring that policies, processes, procedures and best practices are maintained and effective and are in-line with security, audit and compliance requirements.
- Developing and maintaining actionable data, reports and analysis to support quality management, continual service improvement and problem management within and beyond the Service Desk
- Developing and implementing action plans in accordance with data from service reporting
- Developing and maintaining Knowledge Articles and ensuring they are adopted and effective
- Act as the ‘Major Incident Manager’ during office hours
- Manage customer communications as necessary.
- Manage projects as required as part of continual service improvement within the Service Desk
- Ensure the Service Desk is prepared for the introduction of new services or changes to existing services, and that the needs of the Service Desk are represented in project meetings.
**The Requirements**
You will be a highly experienced Service Desk Manager who has managed an IT service desk for an enterprise scale business. As a specialist in this area, you will have demonstrable experience of leading a regional “best in class” function. You will be passionateabout service desk management and also have:
- Strong leadership skills
- Outstanding communication skills
- Excellent influencing skills, being comfortable working with senior management
- ServiceNow experience
ITIL & SDI qualifications preferred, though not essential.
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