Service Desk Manager

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Responsible for providing a professional and comprehensive ICT service to all directorates within my clients and third party partners that results in more effective front line delivery.Client DetailsMy client is a leading social housing provider located in London.DescriptionAs a service desk manager, you will be responsible for the day-to-day operations and any challenges that arise. An outline of what your role would look like is listed below.To manage a team of technical staff to provide ICT service desk support, optimise the performance of all elements of the ICT user experience and lead on the investigation and implementation of new technologies to improve service delivery.To provide a cost effective, reliable and secure ICT service desk operational support and development service to meet the business and strategic needs of the organisation.To drive continual service improvement within the Team and to contribute to performance improvement initiatives across ICT Services and the organisation.To assist the Head of ICT and in the direction of the service and to assess the impact of major policy and legislative changes.To be the point of escalation to the team for advice and guidance on key technical service desk issues as well as soft skills issues with regards to customer services and relationship management.To monitor the service is meeting agreed SLAs, analyse and identify trends and take action to anticipate failures.To be responsible for maintaining a range of contacts and relationships and providing support to internal and external stakeholders including council officers and external suppliers. To deal with complaints, manage potential conflicts and act as an intermediary between the service, external suppliers and customers.To continuously monitor new technology developments to improve services, ensure value for money and reduce the environmental impact of ICT.

ProfileIn order to succeed in this role you will be a hands on service desk manager with the following knowledge, skills and abilities required to complete this role.In-depth Knowledge of Active DirectoryExperience of change management, and the ability to introduce positive change.Experience of working in an ITIL standard infrastructure environment supporting at least 500 usersMicrosoft portfolioCitirixVM wareYou will lead and promote a positive working environment where the team provides responsive and professional advice to achieve excellence in service delivery. Job OfferA 6 month contract paying between £400 - £450 per day (Inside IR35).You will be required to be on site on a weekly basis.Cvs are being reviewed this week with interviews scheduled for week commencing 29th November 2021.