IT Service Desk Manager – 18 month FTC

Recruiter
FT Select LTd
Location
Lancashire
Posted
12 Jun 2018
Closes
12 Jul 2018
Contract Type
Permanent
Hours
Full Time
IT Service Desk Manager – 18 month FTC - Manchester IT Service Management / Contact Centre / Unified Comms / VoIP / Windows / MS SQL / Linux / Telecommunications / Networking / Desktop / Infrastructure Experienced IT Service Desk Manager with a strong Service Desk background required for our cutting edge Unified Communications client based in Manchester. The successful candidate will have a proven track record in mentoring and developing teams effectively whilst driving improved performance in line with SLAs. Impeccable communication skills and the ability to maintain a strong business and customer focus are essential. Education and/or Experience: The minimum requirements for this position are: ITIL Foundation Certificate in Service Management. 3 years’ experience of building and running a skilled, medium/high value, Service Desk function. Demonstrable track record of line and performance management. Broad range of technical skills and knowledge, including but not limited to: Linux Windows Relational Database Management Systems (MS SQL and PostrgreSQL) Telephony (TDM and VOIP) Data networking Virtualisation Experience in either a contact centre or software vendor is desirable. Summary: The Customer Service Manager is responsible for all aspects of management and operation of the EMEA Service Desk, part of the global Company Care Support Operation. Focus on customer service is expected and measurement of customer satisfaction levels is a requirement. Essential Duties and Responsibilitiesinclude the following: Will manage a team of 8 Service Desk Support Engineers including setting objectives, completing appraisals and identifying training needs Will continually improve the EMEA Service Desk in line with its goal of providing sector leading customer service to customers. Will manage and coordinate the daily activities and processes which take place at the Service Desk to ensure operational, tactical and strategic objectives are achieved and processes improved. Is responsible for the cost effectiveness (and overall efficiency) of the Service Desk. Is responsible for the line management and day-to-day task management of the Service Desk team including recruitment and any other HR matters. Conducts performance reviews with staff to establish the improvement in performance on a regular basis and in line with company policies and procedures. Provide mentoring and facilitate career development of Service Desk team. Will liaise with the relevant parties involved with all delivery and support processes to ensure activities that are performed at the Service Desk (for other processes) are coordinated and carried out according to plan. Make available relevant, concise reports that are both timely and readable for Customers, Process Owners and Management Timely and pro-active escalation of incidents, service requests, training requests and requests for changes to the appropriate areas, in line with published escalation procedures. Weekend and evening availability when driven by customer requirements Well-developed problem solving ability Will build professional relationships with the key contacts at all customer sites in order to raise the perceived value of the Support Services provided by the company Will build professional relationships with colleagues throughout the global operations of the company Will conduct client Service Review meetings, in conjunction with Account Management Role Type: 18 month FTC Salary: £32K - £36K + £4,200 car allowance Ref: 885313

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