Service Desk Manager - ITIL
21st December 2019
£60000 - £60000
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As a Digital Transformation Partner, we accompany companies into the digital future. Our range of IT solutions includes consulting, implementation, services and the operation of IT systems. Our Customers benefit from our extensive expertise and our innovative portfolio that covers the IT requirements necessary for a successful digital transformation.
Service Desk Manager - ITIL
St Ives, PE27 | Up to £60,000 + Benefits Package
Who we are:
Worldwide, we employ over 3,000 employees and have offices in Germany, Austria, Switzerland, Belgium, The UK and the U.S.A.
The Service Desk Manager Role:
The Service Desk team provide application and desktop support to our customer end users across a range of platforms and systems. In addition, they provide project support in system development, provisioning, patching and managing the business information assets in line with our information security policies.
We are now recruiting for a Service Desk Manager to act as the primary point of contact for the day-to-day management of the Service Desk in relation to incidents, requests and changes. You will be responsible for resolving priority queries of incidents and requests and clarification of any Service Desk process. In addition, you will contribute to the development and planning of the Service Desk function and be responsible for ensuring any agreed procedures are implemented and adhered to.
Service Desk Manager Key Responsibilities:
+ Day-to-day management of requests and incidents to ensure Service Levels are consistently achieved
+ Determine the correct initial priority and that tickets are correctly assigned as incidents, changes or service requests
+ Understand the customer's perception and satisfaction levels of the Service Desk experience.
+ Develop, implement and manage processes and procedural improvements according to best practices
+ Champion the use of workflow and automation to drive accurate reporting, and efficient working practices
+ Act as a contact point for escalation point, ensuring that procedures are followed correctly
+ Management of Service Desk team to include training, development, appraisals, management and motivation
+ Occasional out-of-hours work may be required
+ You may be expected to undertake duties, which may not be listed on this job description as directed by your line manager, which will be deemed as reasonable within the scope of the role.
Service Desk Manager Required Skills & Experience:
+ Experience in Service Desk team management and service delivery in an ITL environment, with a thorough understanding of the incident, problem and change management processes Ideally in an MSP environment
+ Ability to manage demanding customer requests in a fast-paced environment
+ Strong leadership skills to develop and motivate a technical team
+ Experience of working on 1st and 2nd Line IT Support Helpdesk
+ Excellent communication skills, both oral and written
+ The ability to work calmly and methodically under pressure
+ Excellent organisational, prioritisation and time management skills
+ Accuracy and a close attention to detail
+ Team player - understands the importance of collaborative working
+ Ability to self-motivate and manage own workload as well as that of the team
+ Experience of coaching and mentoring team members
+ Proactive in approach with a flexible attitude
+ MI report generation and statistical analysis experience
+ Experience in implementing new processes and process improvements
+ The ability to maintain and build internal and external relationships
+ Delivery of support for an Office 365 environment
+ Detailed working knowledge and experience in the following:
++ Helpdesk systems
++ Server & Desktop Management
++ Hardware - including User Devices, Printers and Factory System
++ Microsoft Operating Systems (Desktop and Server) including Active Directory
++ Controlling and management of IT Assets (including software & hardware)
++ Microsoft application products including office 365
++ Experience in Autotask Service Desk products is desirable.
+ ITIL Foundation certificate - Minimum
+ Intermediate level ITIL qualified - Preferred.
Hours: 8.30am to 5.00pm / Monday to Friday (37.5hrs per week).
Salary: Up to £60,000 depending on experience.
Benefits & Perks:
Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, on-line discounts & savings platform, free fruit, free parking, spot bonus scheme, recruitment bounty scheme, dress down Friday, fundraising, sports & social club, health and well-being programme.
Start date: ASAP
+ Must have the right to live and work in the UK
+ Any offer would be conditional upon the successful candidate passing a full DBS national security vetting process. Compliance to ISO27001, ISO27018, ISO20000, ISO9001 and ISO22301 is essential to our business and the required awareness, education and training for these are given regularly.
We look forward to hearing from you!
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