Service Desk Manager- Candidate must have Active Security clearance
Posted on Jan 4, 2023 by J & C Associates Ltd
We are IT Recruitment Specialists partnered with a prestigious Global Consultancy who require a Service Desk Manager for one of their Public sector Clients based in East Kilbride. This role will be Hybrid, twice a week onsite.
- Candidates must hold active SC clearance
- IR35 - This role is inside of IR35
Providing oversight of engagement with End Users, coordinating the team to ensure that resolution activities are executed in line with Tech Bar and Incident Management processes, within the agreed OLAs and KPIs for the applicable services.
Overseeing the development of Knowledge Articles and Tech Bar communications for End Users.
Identifying opportunities to provide training and development to End Users, collaborating with Product Teams to prepare to support End Users with new or changed services.
Collaborating with Service Desk, Incident Management, Knowledge Management and Product Teams to provide the latest updates and guidance to End Users.
Performing the role of Major Incident Manager on an ad hoc basis, as part of a wider Major Incident support team, coordinating the resolution of Major Incidents.
Overseeing the production of Tech Bar reporting and management information to identify problem management and continual service improvement opportunities.
Providing timely reports up to the Head of Service Experience and other leadership via weekly governance forums or as required.
Coaching the Tech Bar team in excellent customer service management.
If you are interested in this position and would like to learn more please send through your CV and we will get in touch with you as soon as possible. Please note, candidates are often Shortlisted within 48 hours.
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