IntaPeople have partnered with a Global Technology Consultancy who require an experienced Service Desk Manager ASAP
This hours for this role will be Monday - Friday, 8am - 6pm
The main aim of this role is to oversee all operations of the Service Desk to ensure provision of a first class service to all customers and 3rd parties
Key Responsibilities
- Oversee all operations of the Service Desk to ensure provision of a first class service to all customers and 3rd parties.
- Drive, monitor and promote improvement of the performance and efficiency of the team, reporting against service levels.
- Maintain strong engagement with 3rd Line Operational teams, Incident Management team, Service Management, Ops Bridge and other key stakeholders.
- Take overall responsibility for the team’s compliance with agreed ITIL processes, quality management, risk management and security policies and procedures
- Identify relevant opportunities and lead the selection of 3rd party providers to supplement the service desk operation and ensure their operational effectiveness.
- Responsible for the end user experience of 1st Line team interactions and quality of engagement through all channels
- Manage, motivate and develop Direct Reports, providing stretching performance goals and measuring against individual and team targets
- Overall responsibility for the 1st Line Service Catalogue and skills matrix
- Drive continuous service improvement including the identification of opportunities to improve operational performance and cost savings including shift left.
- Responsible for business continuity of the Service Desk during operational hours.
About you
- ITIL knowledge – incident, problem, access and request management
- Good understanding of the Partnership and the services supported OR similar knowledge from an external organisation
- Consistently manages operational risk to infrastructure and applications in all aspects of Customer requirements
- Proven ability to provide guidance and coaching to others to help them achieve their career goals
- Previous SDM experience for a large team in an office environment
- Commutable Distance to Bracknell
Please apply directly or reach out to s.young@intapeople.com with further questions
*Due to a high number of applicants we won't be able to provide feedback to everyone*