IT Support Service Desk Manager -

This job has now expired please search on the home page to find live IT Jobs.

A Global hospitality business headquartered in the Midlands has an urgent requirement for an IT Service Desk Manager. This 12 month fixed term contract represents an opportunity to truly add value to this service desk and add real value to a team of strong support personal.

The Job

You are responsible for the support in the region ensuring that an exceptional level of service is delivered by for all owned internal customers. The IT Service Desk Manager is also responsible for ensuring that our key suppliers consistently deliver service at or above contractual Service Level Agreements (SLAs), for driving improvements in customer satisfaction and providing the single point of contact for customers with ongoing service issues.

In addition the role is responsible for promoting awareness and driving adoption of standardized service offerings listed in our Service Catalogue available to all internal customers.

Responsibilities

* Working alongside the Global Service Desk Governance team, manage an off-shored service model the team in Manila, ensuring that:

o The Global Service Desk service is consistently delivered in line with our SLA measures and KPI targets.

o Regional cases are being handled correctly by engaging on a day to day basis with the team inManila.

o Global Service Desk team members aligned with the region are consistently delivering exceptional customer service to our customer.

o Global Service Desk performance improvements specific to the region are driven and underpinned by agreed targets, metrics and timescales.

o The region's input is fairly represented within the monthly Service Review meetings and by raising issues to the Director, Customer Service where necessary.

* To be the primary Global Technology (GT) point of contact for service issues and escalations for all customers.

* To be the primary point of contact for service issues and escalations for the regions

* ensure that they meet or exceed contractual commitments.

* Identify cost saving initiatives where appropriate and manage support and maintenance contracts.

* Drive Customer Satisfaction by identifying Service Improvement Initiatives (either internally or externally) and ensuring that they are implemented successfully

* Produce accurate and timely reporting to support the managed services proposition.

The Applicant

An experienced 1st line support manager or IT service desk Manager. You will be a strong operational manager with experience of driving SLA adherence, managing vendors and performing service review meetings.

Other experience might include:

* Excellent customer service skills including customer focus and communication

* Excellent people skills combined with the ability to make difficult decisions

* Strong analytical and problem solving skills

* Ability to work under pressure and to deliver to demanding timescales

* The ability to deliver training material either to individuals or small groups

Qualifications

* Sound education background (A Levels or Equivalent). Degree level viewed as desirable

* A minimum of the ITIL v3 Foundation Certificate

* Preferred ITIL v3 Intermediate Certificate: Service Operation or Operational Support and Analysis

The Business

A truly global hospitality business that pride themselves on customer satisfaction, value for money and developing and training their people.

To Apply

Either click the apply button or call James Crawford at Progressive in Birmingham.

This opportunity requires an immediate starter so please keep that in mind when applying.