IT Service Desk Manager
2 weeks ago
Osborne Clarke are looking for an IT Service Desk Manager to join our Bristol office on a month fixed-term contract basis. The next months will be a period of significant change as we look to enable the successful implementation of Service Now.
As Service Desk Manager your primary responsibility is to lead the IT Service Desk team, with an emphasis on fostering a customer first approach, developing the skills and capabilities of the team to become knowledgeable in IT Service Management and leveraging service desk tools and software.
The role
The Service Desk Manager will be responsible for managing service desk staff and any associated service providers, developing skills and motivating team members to deliver high quality and consistent support services . Other key responsibilities include:
Team Management: Leading and managing a team of support Analysts and 3rd party resources, ensuring they are adequately trained, motivated, and equipped to handle user inquiries and technical issues effectively. Responsible for personal development and managing performance of staff
Service Delivery: Responsible for ensuring that service level agreements (SLAs) are met or exceeded. This involves monitoring service desk performance, analysing metrics and trends, and implementing improvements to enhance service delivery, including dealing with forecasting demand
Incident and Request Management: Overseeing the handling of incidents and service requests, ensuring timely resolution and customer satisfaction. Responsible for engaging on major and minor incidents to ensure that business is not materially impacted or risk is significantly reduced
Technical Expertise: While not always required, having a strong technical background can be beneficial for understanding complex issues and providing guidance to the team when needed
Continuous Improvement: Responsible for driving continuous improvement initiatives within the service desk, such as implementing new tools or technologies, streamlining processes, and enhancing the overall customer experience. They will be responsible to engaged on the ITSM project to ensure that the Service Desk adopt ITSM service model
Reporting: Preparing regular reports on service attainment and service desk performance in detail, including key metrics such as response times, resolution rates, and customer satisfaction scores, to management and other stakeholders and to respond accordingly
Compliance and Security: Ensuring compliance with relevant internal policies and procedures, as well as responding to incidents of criticality
We are looking for
Strong leadership and team management skills Excellent understanding of IT service management principles and frameworks, most notably ITIL Experience in managing service delivery in a complex and dynamic business environment Strong problem-solving and decision-making skills Excellent communication and stakeholder management skills Knowledge of ServiceNow is beneficial, but not essentialSalary and benefits
We offer competitive salaries and generous
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