IT Service Desk Manager

Kier Limited
01 Nov 2017
16 Nov 2017
Contract Type
Full Time
IT Service Desk Manager

Location: Sandy, Bedfordshire

Kier Group plc is seeking an IT Service Desk Manager for its Group IT team. The successful candidate will be responsible for daily management and improvement of a customer-focused IT Service Desk function for Kier IT users globally, ensuring that the services provided and supporting processes are reliable, efficient and effective, meet and/or exceed agreed service levels, adhering to IT Infrastructure Library (ITIL) and Service Desk Institute (SDI) best practices where appropriate.


* To manage the daily operation of the IT Service Desk and supporting tasks and activities.
* To manage the workload of IT Service Desk staff, and update/maintain staff work/shift rotas to ensure adequate resource cover levels across core service hours.
* To prioritise and assign individual tasks to IT Service Desk staff to ensure that service levels, performance measures and objectives are met.
* To ensure that incidents are resolved and service requests are fulfilled in a timely manner and in accordance with defined and agreed SLAs/service targets.
* To manage and resolve user service escalations and complaints in a timely manner.
* To assist in the development, management, review, assessment and improvement of the IT Service Desk tools and systems.
* To provide helpful, responsive and courteous service to all users and to work in cooperation with all Kier departments and teams in order to achieve IT strategic, tactical and operational objectives.
* To conduct user satisfactions surveys and ensure that these are analysed to highlight service improvement opportunities.
* To identify and implement approved service improvements in accordance with agreed time, cost and quality criteria.
* To manage, log, track, and resolve service issues relating to the IT Service Desk.
* To update the IT Risk Register with all IT Service Desk-related risks.
* To produce and maintain IT Service Desk policies, processes, procedures and related documentation.
* To manage, recruit, lead, motivate and develop staff in accordance with Kier's policies and procedures.
* To build strong effective relationships with stakeholders across Kier ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
* To produce reports, dashboards and management information relating to performance of the Service Desk and related services/processes.
* To deputise for the Head of End User Computing as and when required.
* To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
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