We are currently partnering with an awarding-winning, globally recognised organization who are currently looking for a Service Desk Manager to lead and develop their Service Desk team from the Dudley.
The IT Service Desk Manager is responsible for the day-to-day management and quality of incidents and activities that are required to be completed by the Service Desk Team.
*Monitors service capacity and initiates actions to resolve any shortfalls according to agreed procedures.
*Maintains and improves call centre operations by monitoring team performance, and identifying and resolving problems quickly, applying techniques to
*control the demand upon a particular resource or team.
*Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends, then reports that information (Call / Ticket volumes, Calls per agent, Ticket data quality, SLA breaches, etc.) up to IT Service Centre Leadership.
*Manages individuals and groups. Allocates responsibilities and/or packages of work.
*Provides support and guidance as required, in line with individuals' abilities. Motivates the team to achieve SLAs.
Strong experience in the following areas:
*Leading a Service Desk team
*Working in a Service Desk providing support to a complex customer base
*Diagnosing and resolving IT related support requests (hardware, software and applications)
*Processes and procedures based on the ITIL Framework (Incident, Problem, Change etc.)
*ServiceNow, although alternative ITSM's could be considered.
*Any experience with Google Workspace is highly desirable.
This role is Inside IR35 and requires the successful candidate to be in the Dudley office every day.
ECS Resource Group are an Equal Opportunity Employer, for more information please click the following link: https://(url removed)/work/equal-opportunities-employer
In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - https://(url removed)/work/flexible-application-process