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Service Desk Manager

Birmingham, UK
Closing date
2 Dec 2020

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Technology & New Media
Contract Type
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Job Details

Service Desk Manager
Join NTT DATA in the UK and you will be joining a growing company where you will be more than just another employee. With an entrepreneurial attitude you will have the opportunity to grow your career and stand out from the crowd. At NTT DATA we help develop innovative business and IT solutions for some of the most respected organisations in the public and private sectors.
At NTT DATA we place great importance on the value of diversity. The powerful effect of being able to utilise a diverse workforce and all the benefits that go with it are central to our culture. It's a core principle that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. We believe that building an inclusive and diverse workplace is essential to our success; we want our people to feel comfortable, be themselves and, as a result thrive.
You will be joining this rapidly growing service line responsible for all Managed Service contracts to all of our customer across all sectors. We cover Service Operations and service desk, AMO, Cloud technology, End User Compute and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, cloud, service desk, EUC tools and technologies.
We are passionate about delivery and live the NTT DATA values in parallel with a healthy work / life balance and a great team spirit.

About you

As an experienced Service Desk Manager, you will have conducted a similar role in a 24*7 environment in other professional services companies, providing leadership and direction to onshore service operations teams, ensuring all incidents and service requests are managed in full compliance with service level targets.

A minimum requirement is to have the ITIL Foundation certification, alongside good experience and knowledge of working within and understanding the framework.

You should also currently hold SC level security clearance, or be willing and eligible to go through the vetting process.

What to expect

The role is to provide leadership, direction and a point of escalation for the onshore service operations team, providing world class customer service levels to at least one of our high profile customers.

Your responsibilities will include:
  • Being the point of escalation for the Service Desk and overseeing the day to day management of support requests and incidents
  • Providing technical support to our customers, ensuring a high level of customer service is always maintained in a professional and efficient manner and within the agreed timescales and SLAs.
  • Looking for ways to continuously improve processes and how we deliver support to our customers
  • Producing service-level reporting data
What's important
The focus on Clients First, Teamwork and Foresight is in our DNA and we are looking for someone who shares and embodies these core values, leading by example.
We don't look for finished articles. We look for people who want to continue their career growth alongside NTT DATA 's.

To support your hard work and dedication, we will offer you the following:
  • A people focused business
  • Excellent opportunities to grow your career, including an online training platform with 3000+ courses, accessible from everywhere, to sharpen your skills.
  • A varied client base
  • ...And much more!

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