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Service Desk Manager - major transformation

Context Recruitment
Basingstoke, UK
Closing date
26 Nov 2020

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Technology & New Media
Contract Type
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Job Details

Service Desk Manager - - Support FTSE250 through major transformation

An opportunity has arisen to join a largescale, household brand-name organisation as Service Desk Manager, at an exciting time of significant change and investment in IT. Managing a team of approx. 20 (1st & 2nd line) you will maintain high levels of customer satisfaction through IT service excellence.

This is an opportunity for an experienced IT Service Management specialist (ITIL) to drive improvement, through restructuring, process improvement and performance management. You will manage the team in resolving the (Apply online only) tickets that come in per week, along with making headway against the backlog of c700 tickets that has piled up off the back of significant projects being delivered, with service design and transition processes lacking.

This position will suit a highly experienced Service Desk Manager with demonstrable experience of shaping and improving service desk functions, along with broader ITSM (ITIL) skills. You will work closely with the Head of IT in shaping, embedding and maturing ITSM processes and driving cultural change. You will be joining this business at a time of significant technology and business change, with major transformation programmes being run across IT, Digital, Data and more. As such, strong management skills and particular strengths in Service Design and Transition are required.

Required skills and experience;

Day to Day Management of a busy Service Desk function, supporting a wide range of end-users and technologies
Strong ITSM knowledge typical of Service Desk Management in the ITIL framework; Request, Change, Incident and Problem etc
Ideally particular strengths in Service Design and Transition, to support projects into BAU (although ITSM specialists are being hired in these areas)
Demonstrable experience of designing, implementing and managing quality IT services that meet the evolving needs of businesses
"Turn-around" type experience; strategy, process design, restructuring and managing change to drive service improvement through a high performing function. Ability to "win hearts and minds" and drive cultural change.
Driving cultural change - improving knowledge management and increasing self-service (and channel shift away from phone and email)
Continuous improvement minded; improving processes and maturity of the function
Experience of managing IT service delivery through significant technology transformation and operating model change (big shift to SaaS, transition to Cloud and generally utilising more outsourced services).
Performance focused; establishing SLA's, KPI's, analysing, managing and improving performance.
Driving utilisation and improvement of tooling (engaging with 3rd party for ITSM tooling).
Improving engagement through strategic communications with stakeholders and/or the wider business
.... And more

This is a vibrant business with an impressive history, now at the leading edge of industry (and still highly profitable in these times). Exciting opportunity for a people focused senior Service Desk Manager to shape a modern, high performing service desk function.

Basingstoke based (WFM for the foreseeable)
Permanent role paying up to £65,000 per annum
33 days holiday (increases with service), Private Medical, Life Cover and a very generous pension
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