Service Desk Manager

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Job Title: Service Desk Manager

Location: Bournemouth - BH8 8AQ

Salary: salary up to £45,000 Plus Benefits

Start Date: ASAP

Duration: Full Time Permanent

Due to our continued success and growth plans we are now looking to recruit a Service Desk Manager to join our team based at our head office in Bournemouth Town Centre.

Here at Gilmond, we truly are passionate about our SaaS products and the Company. It's an exciting time for us, in the past two years we have seen exceptional growth. Our new offices truly reflect our brand, vision and culture and we are thriving in it on our work ethics. We are continuing to expand the business and are currently recruiting a Service Desk Manager to joins us on our journey.

Service Desk Manager responsibilities:

* Manage the daily operational activities of the Application Support Team to a high standard of excellence.

* Manage and prioritise the delivery of Incident, Service Requests, Problems, Changes and Enhancements using the ITSM/CMDB platform.

* Help identify and diagnose issues or trends quickly to assist in the resolution of fixes or workarounds and minimise any potential business impact.

* Manage the proactive health checks of systems.

* Ensure that all team SLA's are achieved.

* Provide line management of the Application Support Team, including coaching and developing of individuals.

* Help build trust and confidence to change client perception and be seen as a leading SaaS provider.

* Interface with key client stakeholders regarding active work where needed.

* Work with the Head Of Service Delivery on service improvements and new capabilities.

* Provide support in client meetings where needed.

* Identify service improvement initiatives through day to day analysis of the service and work with key stakeholders to evolve.

* Work with in-house product development and IT teams to ensure client requested software changes and enhancements are delivered to client expectations.

Service Desk Manager Skills, Knowledge & Experience:

* Previous experience of Managing an IT support team with a medium to large customer base.

* Confident and effective communicator with the capability of bridging the gap between technology and non-IT literate individuals.

* Excellent leadership and influencing skills with key stakeholders up to executive level.

* Excellent analytical and problem-solving skills with attention to detail.

* Previous experience in producing monthly reporting against SLAs, trends, etc.

* Excellent coaching and training skills.

* A positive and flexible 'can-do' attitude with a willingness to go above and beyond for both the team and clients.

* A passion to deliver and maintain excellence in customer service.

* ITIL v3 Foundation or related qualification / experience

* A good broad understanding of current IT technologies including Microsoft tools.

* Previous knowledge of energy sector - desirable

* Previous experience of ServiceNow desirable but not essential.

* Quick learner.

What we offer our Service Desk Manager:

* A competitive salary + benefits.

* Exceptional development opportunities.

* 30 days' holiday (inclusive of 8 bank and public holidays).

* Pension contribution plan.

* Great staff culture and working environment.

If you feel you have the relevant skills and experience to carry out this Service Desk Manager role then apply today for the chance to be considered for an early interview