IT Service Desk Manager

Spring Technology
London (Greater)
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
IT Service Desk Manager
City of London
£40,000 - £45,000 + benefits

Spring Technology is currently working in partnership with a highly renowned institution to recruit an IT Service Desk Manager based in City of London. As an IT Service Desk Manager you'll take responsibility for the daily operations, management and support provided by the Service Desk, along with weekly and monthly reporting, feeding into the IS management and governance reporting, and delivering agreed levels of service to the business.

*You'll take ownership of the Service Desk function and the following Service Operation processes; Incident Management, Request Fulfilment, Problem Management and Access Management.
*Manage the process of logging, categorising and prioritising incidents and requests.
*Manage the development and use of the service desk call logging system.
*Coordinate the activities and processes of the Service Desk and IT Engineers to restore normal service as quickly as possible following an incident.
*Fulfil all service requests by the date agreed with the user.
*Line manage, develop and motivate the service desk and IT Engineers.
*Develop the ability of the service desk to investigate, diagnose and resolve incidents and requests.
*Manage the escalation of tasks relating to incidents and service requests to other staff in the IS department and to external engineers and coordinate their activities to meet service levels.
*Responsible for the IS Service Catalogue and monitor its completeness, accuracy and currency. Coordinate other staff in the IS Department when they need to update the catalogue.
*Continually review and develop the Service Level Agreements with key stakeholders and external suppliers.
*Develop and implement methods to measure user satisfaction.
*Ensure that well-defined processes are in place to manage all event and alerts occurring within the IT services and systems.
*Produce regular statistics and management reports about the performance of the team.
*Manage the procurement of new IT technology.

*Proven track record of leading and managing a Service Desk team within a large organisation.
*Demonstrable ability to drive performance and introduce improvements to existing team members to deliver results.
*Proven experience supporting and working with on-premise and cloud technology (Windows 7/10/Server, Microsoft Office, networking and infrastructure).
*Good working knowledge and understanding of ITIL
*Strong interpersonal skills with the capability to build relationships.

Sound Interesting? Apply now for my immediate consideration!

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.

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