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Service Desk Manager

Proactive Appointments

Posted on Nov 22, 2022 by Proactive Appointments

Chertsey, Surrey, United Kingdom
IT
Immediate Start
£40k - £50k Annual
Full-Time

Service Desk Manager

100% Remote working available

Our client, a leading technology organisation based in the Chertsey area have an opportunity for an experienced Service Desk Manager to join their team on a permanent basis. This role will require a technical background and the ability to be hands-on when necessary but is predominantly a leadership position. This role will see you leading, managing and nurturing their Service Desk function and team providing support across their software portfolio.

Role responsibilities:

  • Lead, manage and develop the personnel who make up the ServiceDesk to ensure they can deliver the appropriate services to our customer base in line with our contracts commitments to meet or exceed both the customer and business requirements.
  • Undertake incident trends analysis with a view to instigating problem records which will understand root causes and facilitate changes positively impacting support requests raised by our customer base either by reduction of support requests raised or the severity of the support requests raised.
  • Act as an escalation point, managing all stakeholders, for all matters concerned with the ServiceDesk function and support requests raised both within and outside of standard ServiceDesk coverage and within the defined limits of time, knowledge, and contracted service levels.
  • Manage and administrate service-based tools and service reporting tools and systems where required, as allocated.
  • Provide management information and reporting as required facilitating a qualitative and quantitative approach to monitoring operations.
  • Carry out site visits when needed in relation to customer go lives', as part of a service improvement plan, when required in relation to an escalation or when other needs dictate.
  • Continually review all team members' development, skills, and ServiceDesk working practices and procedures to ensure they meet the ongoing service requirements.
  • Direct and lead team activity ensuring the management of all support requests to appropriate resolution or escalation as required within defined service level agreements.
  • Manage the team rota(s) and for all analysts and partake in the ServiceDesk shifts as/if required

Key Skills, Abilities, and Experience

  • Strong experience working within a ServiceDesk, HelpDesk or Customer Support environment.
  • Good appreciation of supporting applications or saas products
  • Experience in conducting a line management function involving the direct supervision and development of staff.
  • Strong experience with ITIL processes
  • Any certification such as MCP's, or ITIL is highly desirable

Service Desk Manager

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Reference: 1800711043

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