Recruiter

Technical Resources Ltd

Job term

Permanent

Job hours

Full time

Senior Service Desk Manager/Head of Service Desk Management

My Client a leading IT Managed Services Provider requires an experienced Senior Service Desk Manager/Head of Service Desks to oversee the Service Desk Management function with Service Desk Management reports, ensuring the achievement of contractual obligations whilst focusing on delivering high levels of customer satisfaction. Developing operational procedures and measuring adherence.

Key Duties
Management of continuous service improvement initiatives
Management of SLA's in line with contractual obligations
Develop a service culture and motivation of the team
Managing and improving service quality
Identify, implement and monitor best practices and procedures
Ensure a clear strategy for staff development is available
Manage the performance of all direct reports through the use of appraisals, objective setting, training & development
Management of productivity & utilisation of the Service Desk
Actively driving down cost per incident
Day to day operational Service Desk management in alignment with ITIL methodologies
Defining and managing ITIL based processes and procedures
Managing and reviewing quality of service from each team member out to our clients
Effective Management of technical and service delivery escalations
Operational Service reporting & development
To identify and work as part of a team to implement ITIL based processes and tools

Requirements
Previous experience in an ICT Service Provision Operation as a Service Desk Manager
Strong leadership skills
Excellent decision making and problem solving skills
Excellent process development and definition skills
In-depth (and ideally certified) knowledge of ITIL best practice methodologies
Experience in working with and developing service management tool sets
Ability to communicate confidently at all levels
Ability to work under pressure and respond to escalations outside of normal working hours
Ability to work independently and effectively as part of a larger team
People Management skills - interpersonal skills, appraisal skills, interviewing skills
Desirable Qualifications
ITIL V3 Foundation or v3 Expert certification
Prince2

Location: Gateshead, Tyne & Wear
Salary: Negotiable