Service Desk Manager - Hands-on - £40k

Spectrum IT Recruitment
£35000 - £40000/annum Benefits
21 Jul 2017
20 Aug 2017
Contract Type
Full Time
Service Desk Manager - ITIL
Hampshire; Southampton, Winchester area
£35-40,000 based on experience

An experienced Service Desk Manager is required to provide a reliable and resilient IT service within a 24x7x365 environment. The Service Desk Manager will have full responsibility for ensuring high quality service provision to our organisation all times, including day-to-day services and the management of Incidents both in and out of hours.

As Service Desk Manager you will be responsible for:

* Act as a hands-on Lead for a service desk team made up of 1st and 2nd line support analysts
* Ensuring that the service desk meets it's agreed targets (SLAs & KPIs)
* Designing, developing and implementing processes and procedures to monitor and measure IT services
* Taking ownership of the response to all IT incidents ensuring timely and concise updates to all key stakeholders
* Work across all technologies and applications used by the company (Microsoft focussed)
* Ensuring that major incidents are escalated and communicated appropriately to the Head of IT Operations.
* Personally manage any major IT incidents and create a Major Incident Report (MIR)
* Consistently review and improve internal processes and procedures
* Change Management responsibilities including ensuring all changes are effectively reviewed

Essential skills:

* Incident management experience in a 24x7 environment
* Experience of working in application environment
* ITIL understanding
* Microsoft technologies including SWQL Server
* Experience of managing/leading a service desk team
* Good working knowledge of IT infrastructure and networks is required
* Excellent communicator, both verbal and written
* The company offer excellent scope for progression.

To be considered please apply to this advert