Service Desk Implementation Manager

Rullion Managed Solutions
03 Oct 2017
02 Nov 2017
Contract Type
Full Time
The Science and Technology Facilities Council (STFC) based in Didcot, is on the look for a Service Desk Implementation Manager to come onboard for a period of 3 months (initially). PLEASE BE AWARE THAT WE CANNOT OFFER LIMITED RATES. ONLY UMBRELLA OR PAYE. The ideal candidate will have previous experience of managing a service desk as well as experience in transition. ITIL best practice knowledge and experience of Footprint 2012 would be a strong advantage. The Department is currently in the final stages of a restructure and as part of this is combining the services desks that it currently operates for each service stream into a single service desk alongside The post will be based in Didcot, however, the successful applicant would also be required to spend some time at the Daresbury Laboratory in Warrington (3 - 4 times a month). The roles and responsibilities would include: o Ensure the staff effort available to support the service desk is being used in the optimum way o Monitoring progress with tickets received and ensuring the escalation to senior management of any issues likely to impact the quality of Service. o Liaising with members of the service delivery teams where 2nd and 3rd level support is required to resolve tickets o To lead and chair a weekly Service Desk Manager's operational meeting. o Responsible for the local Major Incident Management processes and identification of a Major Incident. * Working alongside the designated service desk manager and project manager for the service to upgrade to ensure a smooth transition to the single service desk and the Footprints upgrade and then ensuring the service is embedded so the service desk is in a position to start to resolve incidents and service requests that currently require resolution by 2nd or 3rd level support. Specific duties will include: o Following completion of UAT take day to day responsibility for all aspects of transitioning from the current service desk arrangements to the new service desk arrangement so it is in line with the agreed design in terms of operating hours, scope and service targets. o Ensure that all of the policies and process required by the service desk when it goes lives have been documented and are fit for purpose, ensuring a consistent high quality of service delivery can be delivered in line with ITIL good practice such as developing a Continual Service Improvement Programme (CSIP), capturing innovation and enhancing the services. Honing Incident, Problem Management, SLA service management processes to ensure the smooth and timely completion of Service Requests. o Ensure the current service desk staff understand what is required of them, have received any training on both the new system and processes and are actively involved in the activities to transition to the new service desk o Ensure that the service desk is able to produce reports to show performance against the service targets that have been set o Work with the service desk manager to start to look at tasks that can be moved from 2nd and 3rd line support to first line support. o Develop a plan for phase 2 enhancements to the Footprints software including implementation of an on-line portal and investigating other areas of functionality in addition to incident management that could be implemented. Knowledge and Experience: * Substantial experience in an IT Service Desk Management role in a Microsoft Windows environment. * Experience of implementing new service desks, including introducing new or upgrade to service desk software * Extensive customer service experience; * Experience of delivering first and second line support; * Experience of Footprints software could be an advantage; * Knowledge of Microsoft desktop OS (MS Windows 7 and beyond) and MS Office software (2010 and above) together with relevant productivity tools. * Experience in the operation of Service Desk utilising ITIL best practice concepts. * IT project management experience Personal Skills and Attributes Required: * Excellent interpersonal skills, * Self-motivated and keen to assist others; * Ability to organise their own time and the work of the team If you believe this role is right for you, please apply following the link or send your CV to Jess :
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