Service Desk Manager - ITIL

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Job Title: Service Desk ManagerLocation: Yiewsley, West DraytonSalary: £50,000Job 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.They're currently on the lookout for an enthusiastic and experienced ITIL (Practioner or above) Service Desk Manager who shares the same passion for customer service as they do.Demonstrable experience of managing IT Service support against SLAs, using appropriate KPIS and metrics is required. ITIL certification and experience is a must, as is the ability to document, implement and measure the success of ITIL support processes. This is a high-profile role demanding a high level of autonomy, initiative and self-management.Main Duties and Responsibilities:Responsible for Incident, Request, Change and Problem ManagementResponsible for 1st line and 2nd line IT Support Service Desk teamContinual Service Improvement (CSI) initiativesBe the main contact and escalation point for the service desk and manage any complaintsManage 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 basisReporting 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 levelsImplement new innovative and efficient ways of working and streamlining process to gain overall service improvements 3rd party supplier management (SIAM)The 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 positionITIL qualification essential (Practioner or above)Good 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 essentialITIL qualification and experience is essential (Practitioner or above)Personal 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, ITIL Service Desk Manager, Senior Support Technician, Technical Support Manager, IT Support Engineer, Software Engineer, IT Systems Engineer may also be considered for this role.