Service Desk Manager

Service Desk Manager - Birmingham (hybrid working, 1-2 days per week onsite)

Up to £45,000 PA plus excellent benefits

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 will be a crucial component in ensuring the effective management of the service desk which supports circa 2000 users across the country and a vast array of business systems on a 24/7 basis.

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:

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

, Experience Managing service desk staff

, Excellent service management skills

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

, People management experience and demonstrated leadership skills

, 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.)

Salary up to £45,000 PA for the right candidate.

The role offers excellent benefits, including flexible working and one of the UK's leading pension schemes.

You will be required to be on call 1 week every 4/5 weeks.

Location; Birmingham (hybrid working environment, 1-2 days per week onsite)