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Service Desk Manager - Leeds

Employer
Spring
Location
UK
Salary
Competitive
Closing date
23 May 2022

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Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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Service Desk Manager - Leeds
Are you looking for an excellent opportunity as a Service Desk Manager? Due to large scale growth, my client a Global Electronics Company, is looking to recruit a Service Desk Team Lead who will be based at their client's head office. This exciting opportunity is offering Hybrid working, great working environment and paying up to £42,000 per annum!

EXPERIENCE AND SKILLS ESSENTIAL
*ITIL v3 Foundation Qualified
*Proven track record of managing a Service Desk
*Excellent people management skills-ability to lead, develop, coach, motivate and handles conflict
*Genuine flexibility
*Strong customer stakeholders' management skills
*Good time management, organisational and delegations' skills with the ability to work under pressure
*Ability to communicate with all levels in the organisation-both written and verbal
*Good understanding of the internal and external customer principles
*Advance customer handling skills for undertaking presentations to internal customers and the senior management team
*IT technical knowledge
*Service acceptance and transition experience preferred but not essential
*Good analytical skills and an ability to define the precise nature of customer requirements, this will include meetings with various levels of management seniority
*Service Now knowledge and experience

KEY RESPONSIBILITIES
*Lead, motivate and organise the service desk employs to meet and exceed contracted SLA's and departmental KPI's whilst maintaining a productive and prosperous working environment
*Play a pivotal and active part in the 'on-boarding' of new services and workstreams ensuring a seamless integration into the ITS service desk environment
*Promote, champion, and drive the use of ITIL best practises across the Service Desk Team to ensure the delivery of a best practise service desk function
*Manage the Service Desk Team Leader to ensure performance is maximised/exceed KPI's including coaching and mentoring the development of the Service Desk and delivery of company standards/processes
*Perform monthly service desk service reviews with key customer stakeholders, production of service performance reporting and presenting these to the wider audience. Create and dis-tribute ad-hoc service-based reports to various stakeholders
*Own and drive the continual service improvement plan covering quality initiatives, polices and processes, and ensure the customers need and requirements are anticipated, met and ex-ceeded
*Report to senior managers and appropriate stake holders on any issue that could significant-ly impact a client's business
*Take overall responsibility for incident management and ticket quality on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk
*Representing the Service Desk at all relevant meetings and applying valuable input and innovative ideas to promote the involvement of the service desk as a valuable support function

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
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