IT Service Desk Manager

Recruiter
BPM Tech
Location
Brighouse
Posted
19 Apr 2019
Closes
28 Apr 2019
Contract Type
Permanent
Hours
Full Time

Role: IT Service Desk Manager

Type: Permanent

Salary: £35,000 + excellent benefits

Location: Brighouse

My client, an industry leading organisation are looking to recruit an IT Service Desk Manager to support and maintain the company’s IT systems and for providing efficient 1st and 2nd line support to all business users.

Key skills/experience:

  • Effectively manage and develop the team - Promoting teamwork, coaching and guidance to team members.
  • Ensuring Service Desk performance management procedures are followed by all the team.
  • Ensuring the team deal with telephone calls / emails / self-service calls promptly using the Service Desk standards.
  • Full awareness of the companies Critical Incident Management, Problem and Change Management Processes.
  • Ensures that unresolved problems are completed with as much information as possible and work alongside other teams to resolve.
  • Ensures the team are procedure aware and are adhering to standards that will enable a smooth customer experience.
  • Proactively manage team performance, aiming to exceed SLA targets recommending and implementing action plans to address any shortfalls.
  • Identifying any areas for improvement including service, process and procedural improvements.
  • Data analysis to cover all aspects e.g. employee utilization, call trending, training requirements, SLA monitoring, risk identification.
  • Providing a first point of escalation for the team in respect of service/delivery issues.
  • Working with Service Transition to ensure new projects can be fully supported in the desk.
  • Provide Out of Hours support for the Service Desk Team on a rota basis with the Service Delivery Manager for key periods such as PEAK Weekends.

Role: IT Service Desk Manager

Type: Permanent

Salary: £35,000 + excellent benefits

Location: Brighouse

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