Service Desk Manager
Recruiter
Proactive Appointments
Listed on
26th June 2019
Location
London
Salary/Rate
£425 - £475
Type
Contract
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My market leading client are looking for a Service Desk Manager to join them on an initial 6-month contract to hit the ground running managing a team of 12 service desk agents ensuring performance and quality from the service desk.Working within the systems office support structure the Service Desk manager is responsible and accountable for the delivery of the Service Desk function in support of the incident management and request fulfilment processes. Acting as the senior escalation point, the Service Desk Manager's primary responsibility is overseeing the day-to-day management, support, and leadership of Service Desk personnel.A key function of the role is ensuring the adherence to any governance requirements for both operational and HR elements including service level agreements (SLA) and operational level agreements (OLA) observance.
In addition, another key aspect of the role is to liaise with all stakeholders to ensure future improvements and service road map aligns to both the strategy and business requirements. '€¢Act as the Subject Matter Expert (SME) for Service desk on incident management and request fulfillment, demonstrating a high level of process knowledge, understanding, and expertise. Ability to drive the team to successfully deliver enterprise-class support services via the ITSM tool and user interfaces.'€¢Responsible and accountable for the quality of information captured by the Service Desk in support of incidents and requests. Work with the other areas to improve the quality of input from those capture processes to the ensure clarity of data.'€¢Accountable for ensuring all regulatory requirements of the Service Desk are met.'€¢Accountable for ensuring all reporting requirements for Incident and Request are met.'€¢Accountable for ensuring the provision and delivery of support services within operationally agreed targets during the approved service hours.'€¢Responsible and accountable for identifying the ensuring that both project and BAU work activities are maintained within agreed service and operating level agreements. Ensure support levels are maintained across any required shift patterns and remote on-call services by planning team resources to meet all work demand, escalating and justifying notable gaps, with a path to resolution.'€¢Work in collaboration with all key stakeholders to develop and deliver long-term strategic goals for the Services under the team's remit, including roadmap, vision, and standards to ensure that both business and governance requirements are met. Identify, evaluate, introduce and maintain new initiatives and developments within the team. Functional / Technical Competencies: '€¢ITIL, Cobit, certification preferred.'€¢Able to demonstrate a broad process understanding of Incident and Request process and other related processes'€¢Excellent customer focused communication written and verbal skills, and must be able to document and articulate to others key issues in the support arena.'€¢Able to drive Incident and Request resolution through the appropriate escalation channels.'€¢Able to lead and constructively participate in whiteboard type design and review sessions.'€¢Able to rapidly evaluate and understand newly developing situations within the team's scope. Work Experience: '€¢Demonstrable experience in all areas of responsibility stated above, with a clear focus on the coordination and delivery of customer support services. '€¢Extensive, demonstrable experience of team, supplier and service management in relevant areas, with a customer service administration and delivery background. Education / Qualifications: '€¢Degree Educated (preferably Computer Science or similar) and/or similar work experience. Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website http://proactive.it/privacy-notice/
