IT Service Desk Manager
Recruiter
Evolution Recruitment Solutions Ltd
Listed on
21st January 2020
Location
Leeds
Type
Permanent
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Based in Leeds city centre, this legal firm with over 1 million customers, has been around for over 19 years. They are looking for an IT Service Desk Manager who will be responsible for managing the 1st and 2nd line Technical Support desk.The support desk provides IT services to all the businesses in the group, looking after all applications and services. As well as team management, this is a stakeholder facing role where you will be expected to meet, establish and manage expectations, driving the team to meet or exceed them.
The team is comprised of 1st/2nd line, Application Support, Desktop Support and Asset Management. It would be highly beneficial if you have led a team with a similar set up.
Duties:
Actively manage the service desk and engineers including recruitment, coaching, training, setting rotas to ensure out of hours support is available, setting targets and assessing performanceHave input into IT strategy including future plans for the service desk design and implementation. Drive efficiencies and service improvement and where possible, utilise automation and workflows to improve scalability and availabilityMaintain business services by monitoring, measuring, optimising, and reporting performanceDefine and implement the monitoring requirementsMake sure the team are adhering to SLA's and targetsBusiness facing, meeting with heads of departments and other key stakeholders to improve the service desk function to the wider groupSupport the Head of Operations and the Information Security Manager around service strategy and mitigating risksPart of this role is to manage the problem, incident and change management on the service desk. Because of this, you need to be utilising ITIL around these areas as well as Supplier management, business continuity and request fulfilment.
An ITIL Service Management qualification would greatly strengthen your application.
What you need to apply:
Background of leading technical teams in a heavily regulated environment (legal, financial)Come from an ITIL environmentStrong grasp of Problem, Change and Incident management processesProven ability to communicate with key stakeholdersBe able to prioritise the workload of the teamProactive in making improvements to the support functionBeen involved in ISO27001 including the implementing and documenting policiesIf this sounds like the right role for you, get in touch with an up to date CV and the best time for you to talk.
