Service Desk Manager

Job Type:
Job Sector:
North East
Salary Description:
From £30,000 to £40,000 per annum
Job Ref:

We are looking for a Service Desk Manager to bring their skills to a forward-looking business in Newcastle. You will be responsible for the management of the IT Service Desk Team Leaders who work in two shifts over 24 hours a day, 365 days a year. You will assist with and manage the day-to-day tickets via queue management, as well as the tasks and orders which are reported to the Service Desk. You will ensure that targets are met in line with KPIs and SLAs, and maintain a high level of customer satisfaction. If you’d like to find out more about working for a company who can provide exciting and interesting career opportunities and invest in the long-term training and development of their people, read on. Service Desk Manager main responsibilities: To lead and develop the highest possible levels of professional, customer-focused Service Desk service Minimise disruption caused by IT incidents by proactively managing and leading major incidents including co-ordination of the technical bridges, business communications and post-incident reviews · Ensure all reported incidents are resolved efficiently and effectively and within SLAs/KPIs. · Ensure Knowledge Articles are created and used, and assist in resolving incidents · Coordination of resources, promoting knowledge sharing and upskilling to achieve a trusted and respected centre of excellence · Mentoring and coaching of Service Desk Team Leaders and wider Service Desk team Training and development of Service Desk analysts including one-to-ones, performance reviews and objective settings Measure, monitor, report on and continually improve the end user satisfaction survey provided by the Service Desk · Measure, monitor, report on and continually improve the First Time Fix and incident resolution and request fulfilment results Education & Qualifications · ITIL Service Management · Qualified to degree standard or equivalent. Experience and knowledge required· Experience of working in an IT Service Desk environment Understanding of basic ITIL processes and functions ITIL Foundation Service Now knowledge SDI assessment experience - ISO 20000 or 9001 basic knowledge Ability to work effectively on a wide range of issues Experience planning and organising to achieve successful outcomes Experience of relationship building and stakeholder management Experience in leading, influencing and motivating people Experience in problem solving and conflict resolution Strong resource management skills with the ability to manage teams, strong personalities and senior stakeholders Ability to build service resolution teams to react quickly to high priority incidents Ability to work effectively on a wide range of issues Interacts with end-users and all levels of management Self-starter, able to work independently and as part of a team in a fast-paced environment · Ability to present relevant solutions and options to a senior board-level as required to gain management buy-in. Interested?

Contact Details:
Tel: not in use
Contact: Kris Clare

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