Service Desk Manager
You’ll be taking over, managing & leading a new “greenfield” Service Desk team with the responsibility to deliver an outstanding, responsive, consistent & reliable customer focussed 1st & 2nd line IT service to all customers, to do this you will:-
Provide leadership & management of the team c (17 people) consisting of technical & application support service desk analysts.
Empower & develop the staff to take ownership, giving them guidance & direction as needed.
Create the ITIL processes & procedures used to deliver & support services & raise the standard of performance within the team.
As well as the above you will create & own the Service Desk team service plan, + the resource management to execute against it. You shall manage supplier relationships related to the Service desk & importantly you will ensure good communications with key project stakeholders, which can be within IT or the Business.
Who are we looking for?
Well you are going to want a challenge, but one that is rewarding. You will get the chance to use your experience gained in a large Service Desk environment. In this case there are two desks that will need merging but this is where your background lets you know what good looks like in the Service Desk world, how to shape the processes & service desk set up how you want it be, enabling it to be an excellent example of a service desk. So you will need to have: -
Service Desk Management experience for a 1st & 2nd line team in a complex, large, diverse organisation using ITIL.
Excellent customer service experience, incl. compliment & complaint handling.
Strong leadership skills.
This is a great time to join our client, they are on a journey of transformation to do this they need to integrate a number of complex IT systems & more importantly to improve/create a new service desk for a very large scale & complex organisation. This company is one with a heart & a social purpose at its core, so you will have a vital part to play in ensuring that is done securely.
Why should you apply?
This is a great chance for you to come into a greenfield site, create the conditions process, shape the team & service desk into one that would be easily identified as a leading example & best described as award winning!
Title: Service Desk Manager.
Location: London / North London
Salary: £45,000 - £50,000 per annum + Pension, Holiday + Health + Training
Start: ASAP client will wait for the right person.
For more information please call Laura on 01566 776 888 or email your CV to firstname.lastname@example.org.
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