Service Desk Manager

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Job Title: Service Desk ManagerLocation: Yiewsley, West DraytonSalary: £45,000Job Type: Full Time, PermanentHours: 37.5 hours per weekEstablished in 1979 and incorporated in 1985, they're one of the largest independent IT service & support companies in the UK. Their philosophy of 'service beyond the call' delivers a high level of support to all of their client's communications and data management requirements.Main Duties and Responsibilities:Responsible for 1st line and 2nd line IT Support Service Desk teamFurther adoption and maturity of a Service Desk platform and associated toolsets required for a maturing SM capabilityBe the main contact and escalation point for the service desk and manage any complaintsManage the bug tracking and helpdesk tools to ensure data is accurate and up to dateManage completion of user requests (including new user set-up, mid-term adjustments, referrals)Provide key performance data and reports and publicise to the higher management team on a regular basisTroubleshooting problems, analysing root cause and proposing multiple solutionsReporting back to the head of service excellence on key areas of performance on a weekly and monthly basisChampion opportunities to consistently improve the end user Technology experienceWork with the head of service excellence to negotiate OLAs and SLAs for IMT services. All requests must be managed with the IMT ticketing calls and comply with the agree service levelsThe Successful Candidate:ExperienceA deep understanding and excellent experience of working in an ITIL aligned environmentMinimum 3 years' experience of Service Desk ManagementExperience of reporting and analytics in the chosen tool setExperience of working remotely with multiple teamsConfidence to work both collaboratively and independentlyImplement new innovative and efficient ways of working and streamlining process to gain overall service improvements 3rd party supplier management (SIAM)Excellent understanding SLM platforms, ServiceNow would be advantageousAbility to drive end to end service management across all resolver teams and including prioritisation of VIP ServicesProven experience of managing and developing a Service Desk teamSkills & AbilityProven experience within an IT Service Desk Management positionGood experience of Office 365 suite of applications and AdministrationAbility to build and motivate a world class teamExperience of Azure and AWS would be beneficial but not essentialExperience in application support, specifically around bespoke applications would be beneficial but not essentialPersonal attributesThorough, demonstrates attention to detailAble to work on own initiative with minimum supervisionOrganized and able to identify and prioritize workSupportive and reliable team memberPassionate about providing an enterprise class serviceAble to provide and demonstrate creative and innovative solutionsTeam leadership abilitiesPlease click on the APPLY button to send your CV and Cover Letter for this role.Candidates with the relevant experience or job titles of; IT Services Manager, Senior Service Desk Engineer, Senior IT Technician, IT Desk Support, IT Manager, Senior Support Technician, Technical Support Manager, IT Support Engineer, Software Engineer, IT Systems Engineer may also be considered for this role.