Service Desk Manager

GCS Recruitment Specialists Ltd
£30k - £50k pa + Benefits
13 Nov 2017
02 Jan 2018
Contract Type
Full Time

Role: Service Desk Manager

Salary: £30,000 - £50,000

Location: Swindon

Job Role:

As part of my clients ongoing transformation journey, they're looking for an experienced Service Desk Manager who will help build and foster a collaborative and customer focused culture to improve the delivery and quality of the IS/IT services provided. As Service Delivery Manager your mission will be to improve and drive the maturity of service delivery and, focusing upon excellent customer service, process efficiency and SLA compliance.

Main responsibilities

  • Management and development of the Service Desk team
  • Personal management of team members, including PDRs, regular team/121 meetings
  • Implementation and maintenance of effective working practices and procedures
  • Ownership and development of all Service Desk related process, policy and procedure documentation (including, but not limited to, Incident Management, Joiners, Leavers and Transfers)
  • Single point of contact for all internal customers in case escalation is required
  • Engagement with Senior Managers within the business to ensure they are satisfied and aware of any issues and resolution
  • Ensure relevant and timely communication with the internal customer base and ensure all mechanisms are in place to verify customer satisfaction
  • Management of the Service Catalog in line with business requirements
  • Development and management of Service Level Agreements
  • Provide insight into all elements of service delivery to enable data driven decision making

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