|Location: Woking, Surrey||Salary: £40000 - £45000 per annum + + Benefits|
|Sector: IT & Telecoms||Type: Permanent|
|Contact: Gautam Raval||Job Published: 12 days ago|
Service Desk Manager
My client is an award-winning manged service provider based in Surrey who are looking to recruit a Service Desk Manager with ITIL awareness.
As a Service Desk Manager you will be responsible for managing the first and second line teams, providing end user, server and network support for customers as well as be responsible for reviewing assessing service levels, to ensure they are met on the manged service contract throughout the life of that contract.
Service Desk Manager Benefits:
- Free Car Parking
- Voucher reward scheme
- 23 days A/L plus bank holidays
- Volunteer Day
- Eye care vouchers
Service Desk Manager Overview:
Understand the IT service catalogue provided to customers and deliver these services from within your team. You are responsible for the resourcing and development of the team, including being a key stakeholder for service transition activities.
To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded.
Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
The role will also be responsible for managing patching services to customers, working with customers on policy documents, schedules and planning. Ensuring that you exceed the contractual requirements of the service.
Service Desk Manger Specifications:
- Managed Services Experience (Preferred)
- Good technical awareness
- Excellent customer facing skills
- Commercially aware, good literacy and numeracy
- Ability to work independently and flexibly
- ITIL Awareness, ITIL Foundation preferred
- Experience in planning, organising and management of work
- Highly motivated, flexible and committed attitude toward service delivery
- Drive, energy and initiative
- Professional approach
Service Desk Manager Main Tasks and Responsibilities:
Develop an effective and workable framework for managing and improving customer IT support in the organization.
Advise management on situations that may require additional client support or escalation.
Identifies and explores opportunities for service and business improvement.
Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services.
This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
Oversee all Service Requests and Incidents, manages and coordinates urgent and complicated support issues. Act as escalation point for all services.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Ensure all services are delivered in line with contractual requirements, with especial focus on Backup, Patch and Security services.
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)