Service Desk Manager

Expiring today

Certes Computing Limited
Newcastle Upon Tyne
14 Apr 2018
22 Apr 2018
Contract Type
Full Time
Service Desk Manager (day shift)
Location: Newcastle upon Tyne
Salary: £40,000 + Benefits and 10% Bonus
Start: ASAP.

The role's main responsibility is the management of the IT Service Desk analysts who work in two shifts 24/7/365. The Service Desk Team manager assists and manages the the day to day tickets via queue management, tasks and orders which are reported to the Service Desk ensuring service level agreement targets are met, in line with KPIs, SLAs and maintaining high level of customer satisfaction results.

Main Duties:

*Lead and develop the highest possible levels of professional, customer-focused Service Desk service to our Operating Companies
*Minimise the disruption caused by IT incidents by proactively managing and leading major incidents including co-ordination of the technical bridges, business communications as well as post incident reviews
*Ensure all reported incidents are resolved efficiently and effectively and within SLAs/KPIs.
*Ensure Knowledge Articles are created, used and assist the analyst in resolving incidents
*Coordination of resources, promoting knowledge sharing and upskilling, to achieve a trusted and respected centre of excellence
*Mentoring and coaching of the Service Desk analysts
*Managing the workload and development of the Service Desk analysts
*Recruitment and shift allocation of the Service Desk analysts
*Training and development of Service Desk analysts including one-to-ones, performance reviews and objective settings
*Measure, monitor, report on and continually improve the end user satisfaction survey provided by the Service Desk
*Measure, monitor, report on and continually improve the First Time Fix and incident resolution and request fulfilment results

Person Specification:

*Experience of working in an IT Service Desk environment
*Strong resource management skills with the ability to manage teams, strong personalities and senior stakeholders
*Ability to build service resolution teams to react quickly to high priority incidents
*Ability to work effectively on a wide range of issues
*ITIL Foundation
*Experience in leading, influencing and motivating people
*Experience in problem solving and conflict resolution
*Experience planning and organising to achieve successful outcomes
*Strengths in relationship building and stakeholder management

The client is looking to move quickly so please dont delay, apply today.

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.
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