Service Desk Manager, Cloud Services, Coventry

Recruiter
MillsHill Recruitment Limited
Location
Coventry, West Midlands
Salary
45000.0000
Posted
19 Jun 2017
Closes
19 Jul 2017
Contract Type
Permanent
Hours
Full Time

Service Desk Manager, Cloud Services, Coventry

VERY fast growing cloud / IT services company.

You will manage a team of 1st & 2nd Line Cloud Support Engineers.

Ideally you have an understanding of cloud & virtualisation technologies & various IT Service Management technologies.

KEY DUTIES

  • Oversee all service requests, incidents and problems
  • Manage and coordinate urgent and complicated support issues
  • Act as escalation point for all requests and incidents both in and out of hours as required
  • Monitor and manage ticket queues
  • Determine root cause of issues and communicate appropriately to internal and external customers
  • Train, coach and mentor Service Desk team members
  • Ensure operational procedures and practices are up-to-date, well defined, documented and consistently applied
  • Develop and maintain Knowledge Base
  • Schedule Service Desk employees working times and provide backup support

MillsHill Recruitment Ltd acts as an employment agency with regards to this role.

Keywords

Cloud Services

Service Desk

Service Desk