IT Services Manager

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An IT Services Manager is required to oversee the day to day service provided by the ICT Service Management team and ensure that efficient and high quality IT service request, incident management, asset management, problem resolution and desktop support services are provided to users. PLEASE NOTE THIS ROLE IS INSIDE IR35

Key Responsibilities:

*The Service Manager will deliver outstanding IT Services by embedding ITIL and equivalent service management processes and procedures within Business Services Teams and applying them in a mixed supply side environment

*To manage the ICT Service Desk which is acting as first point of contact for service requests and then routing them for fulfilment to the staff or relevant suppliers with the most appropriate skills to fulfil them

*To manage the service provided by the Service Desk in accordance with ITIL principles and best practice by overseeing the process of recording, tracking and monitoring of events (including alerts) and incidents notified to the service desk.

*To manage support analysts to ensure they are working effectively as a team to meet SLAs and suppliers, feeding back on performance, recognising strengths and weaknesses and identifying training and development opportunities.

*To manage referrals to 2nd and 3rd line support or problem resolution within CMA or to third party suppliers to that problems are tracked and supplier performance closely monitored.

*To Act as the Incident Manager for all P1 and P2s s working with IT colleagues and IT suppliers to deliver major Incident reports, root cause analysis and rectifying action plans

*To manage the CAB process and resulting actions and trackers and RFCs

*To support the operations team in ensuring effective operations management of on premise, DR and Cloud environments

*To work with the security team to ensure effective logging of security events, incidents and breaches

*To review service delivery with key suppliers and stakeholders and prioritise service improvement plans

*To liaise with key staff to produce data which allows the service management and broader IT team to focus on improvements to performance and provide service management performance dashboards to management and governance bodies

*To champion proactive communications to IT and the wider business, including scheduled (e.g. maintenance weekends) and unscheduled events and outages as well as service improvements

*To develop and monitor IT SLA and KPI performance and developing service improvement plans

*To provide management reports on workloads and performance as required, analysing data and report trends and make recommendations in order to sustain ongoing service improvements.

*To be responsible for the ownership and resolution of issues which arise in connection with service support relating to new staff, leavers and staff moves.

*To ensure that the ICT systems that support ICT service and operations management meet needs of the team and can effectively support all aspects of help desk operations.

*To analyse Service Management processes and tools and make recommendations for increased organisational efficiency and effectiveness

*To develop opportunities to reduce calls to the service desk

*To be involved in and/or lead internal IT projects as and when required in particular those related to end user computing

*Familiarity with Windows 10 and the Office 365 Microsoft service management toolset.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.