Service Desk Manager

Service Desk Manager

Service Desk Manager
London
£450-£500p/d (inside IR35)
3 month initial contract with high likelihood of extension

Service Desk Manager sought by a well-known and public-facing organisation with numerous sites spread across the county.

The business is involved in significant, complex and critical logistical operations.

As a public-facing, Critical National Infrastructure business the Service Desk Manager is a crucial component in ensuring the effective management of the service desk which supports circa 1000 users across the country and a vast array of business systems.

Responsibilities:

• Oversee the whole service desk process including service requests, incidents and problem tickets


• Manage and co-ordinate urgent and complicated support issues and act as escalation point for all requests and incidents


• Manage Major Incidents and contribute to Problem Management reviews and process


• Help develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation and that of the new vendor


• Provide data and reporting of KPI's and SLA's and trends to IT department and others, as needed


• Drive root cause analysis and help develop strategies for improvement


• Work towards making the Service Desk overarch the IT processes and service delivery channel for the IT as a whole using ITIL as the framework


• To support the development of an effective and workable framework for managing and improving customer IT support in the organisation, especially through the transition period to a new service desk provider


• Work on assigned calls and take them through to resolution.
  
  To provide consistent, high quality documentation for all systems and processes


• To carry out Service Reviews with key internal and external suppliers

Requirements:

• Experience with ServiceNow


• Proven experience of managing a service desk operation in a busy/multisite environment


• Experience managing teams of service desk staff (minimum of 4 individuals)


• Excellent service management skills


• Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance


• Demonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines


• Formal Training and advanced understanding of ITIL principles and practice


• Excellent customer service and communication skills


• Experience supporting and administering Windows operating systems (Windows desktop, Exchange, Active Directory, etc.), and ideally Citrix.