Service Desk Manager

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Service Desk Manager

One of our Leicester based clients is seeking a Service Desk Manager to join their team to drive forward the Service Desk team and ensure ITIL principles are fully implemented in to the team. You will be responsible for supporting the companies UK and international, 1st, 2nd and 3rd line IT issues. You will drive the continuous improvement and service excellence, developing the service desk team and introduce new ways of working, whilst fully implementing an ITIL environment.

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

*Managing the IT support team ensuring an agreed level of service delivery, ensuring a proactive approach to internal custom support

*Ensuring the response and resolution of issues is achieved within agreed time and negotiating new agreements

*SLA management

*Providing monthly Service Reports based on the service desk support tickets which have been logged and telephony data. Highlighting any major incidents, problem areas, and trends

*Performing proactive analysis of performance data, defining and implementing procedures to improve service delivery and quality

*Implementing ITIL processes

*Ensuring effective process and service support documentation that is relevant to the IT and business teams is updated

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

*ITIL certified

*Knowledge of ERP systems

*3+ years experience working within a Service Desk Management position

*Strong knowledge of ITIL and Service Management processes

*Proven track record of managing an IT Support team

*Previous experience with undertaking reviews/one-to-ones and compiling reports

With a salary on offer of up to £45,000 with flexi working, this is an excellent opportunity to join a global organisation and take ownership of the organisations service desk. You will have the autonomy to implement changes/new processes (if necessary) and manage the team effectively.

To be considered for this opportunity apply with your most up to date CV today, or contact Vicci on 0121 214 6198, or [email protected] for more information.

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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