Service Desk Manager

Forman IT Limited
Central London, UK
08 Oct 2019
29 Oct 2019
Contract Type
Full Time
We are assisting a highly valued client of ours based in Central London who are looking for a highly competent Service Desk Manager to join its busy Central London Support Operation. Heading up a 10-strong support team (shortly to grow again through acquisition), you will be responsible for ensuring operational efficiency and excellent client satisfaction.

They know that their people are the key to their success, so they make sure they appreciate and reward everyone's contribution, so if you are comfortable with working in a fast-paced environment please read on and apply.

Experience required for this role includes:
  • 3-5 years management experience in a Managed Services environment
  • Excellent organisational skills with the ability to work calmly under pressure
  • Flexible and helpful attitude. In particular, the ability to empathise with IT Service Desk customers and respond sensitively to their problems, requests and complaints
  • Excellent written and verbal communication skills including the ability to explain technical information clearly
  • Excellent trouble-shooting skills with a broad range of technical knowledge
  • Excellent people management skills
  • ITIL v3/4 Foundation qualification

Main duties include:
  • Manage the day-to-day service desk environment to ensure that in house procedures, process and working practices are followed
  • Act as the first point of escalation for all customer incident requests and problem ticket issues
  • Provide input to the Service Desk tool set (LogMeIn and Fresh Desk) to ensure the requirements of the business are met
  • Effective resource and task management to ensure guaranteed cover to the business
  • Responsible for the on-call contact centre and shift rotas
  • Identify and manage service improvement opportunities. Ensure continuous service improvement is Embedded in the culture and working practices of the Service Desk
  • Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored
  • Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment
  • Ensure that the Customer reporting is created and correct within the time scales of the customers contracts
  • Deliver effective performance management to ensure that each member of the team can provide the best level of service
  • Train, coach and mentor Service Desk Specialists including career development
  • Conduct regular appraisals, objective setting, training, development and 1-1's

If the above is of interest, please apply.

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