Service Desk Manager

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Service Desk Manager

One of our European wide wholesale clients is seeking a Service Desk Manager to join their Manchester based office, supporting their UK IT function. You will support 140+ sites throughout the UK, with c1500 IT users.

You will lead a team of up to 12 Service Desk Analysts, and will be responsible for implementing Service Desk processes and procedures in to the team. This is a fantastic opportunity for someone to develop and implement ITIL procedures, and take ownership of the Service Desk Function within a European wide organisation.

Service Desk Manager duties will include, but not limited to:

*Creation of SLA, KPI's and reporting within the Service Desk team

*SLA management, ensuring response and resolution of issues

*Instil practices within the team, ensuring all calls are accurately logged

*Work with the wider Groups infrastructure, operations and security to ensure policies and procedures comply with group governance

*Providing monthly Service Reports based on ticketing and telephony data

*Monitor real time team performance of inbound queues

*Day to day management of Service Desk Analysts

*Implement and ensure adherence of ITIL principles

As the Service Desk Manager you will be required to possess:

*Proven experience working as a Service Desk Manager

*Previous experience implementing SLA's/KPI's/processes and procedures within a Service Desk team

*Knowledge of ITIL principles

*Experience with service desk reporting

*Experience with technologies: Microsoft Windows 7-10 / Microsoft Office 2010-2013 / Microsoft Active Directory / Microsoft Exchange / Citrix XenApp

*CompTIA A+ and Microsoft certifications would be desirable

*Previous experience working within a wholesale distribution environment is desirable but not essential

With a salary on offer of up to £40,000 this is a fantastic opportunity to take ownership of the Service Desk.

To be considered for this opportunity apply today, or contact Vicci for more information on 0121 214 6198, or [email protected]

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.

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