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Posted 12 April, 2019

Service Desk Manager (FTSE100 Client)

Talent Spa
London, Greater London Full Time

Service Desk Manager (FTSE100 Client)Location: Central LondonSalary: £50-55K, 20% bonus, 15% pension, health & medical insurance, life assurance and gym...

Service Desk Manager (FTSE100 Client)

Location: Central London

Salary: £50-55K, 20% bonus, 15% pension, health & medical insurance, life assurance and gym discount

Start Date: asap

The client

Our client is an award winning & thriving International FTSE 100 company based in Central London who are seeking an experienced Service Desk Manager. Based in their prestigious/modern HQ this exciting opportunity requires candidates from a Plc/blue-chip background who can drive/lead and make a positive contribution to an ITIL focussed team.

The role as Service Desk Manager:

The Service Desk Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the team to achieve those expectations to a high standard.

Duties include;

  • Maintain high performing service support functions including Service Desk and VIP Support
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Desk Manager will take ownership of major incidents to ensure the coordination of resolving parties, provide effective communication to stakeholders and carry out post incident analysis and review
  • Monitor, control and support service delivery, both internal and third party provided, ensuring systems, methodologies and procedures are in place and followed
  • Manage the central technology asset registers, CMDB and knowledge management databases
  • Manage the third-party supplier base and ensure SLAs are met and refunds / service credits obtained when targets are not met
  • Software licence management
  • Champion Service and Support in projects: developing a strong understanding of projects impacting your area; ensuring proper transition to support; and that service impact is minimised and agreed
  • Be accountable for the quality of Service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
  • Represent the department where required, both internally and externally to the organization
  • Provide exemplary leadership, management and motivation of the Service Desk Team

The Service Desk Manager candidate:

  • Experience as a Service Desk Manager/Team Leader (5 years minimum)
  • An ITIL Qualification
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Experience of managing 3rd parties and 3rd party delivered services
  • Excellent leadership and people management skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • The ability to work under pressure and meet deadlines
  • The ability to demonstrate a high degree of flexibility including shift and out of hours working
  • The ability to manage sensitive and sometimes confidential information
  • The ability to manage and prioritise tasks and time efficiently

If you feel like you meet the above criteria for the Service Desk Manager (FTSE100 Client), then please apply now!

This listing expired on 03 May. Applications are no longer accepted.

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