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IT Service Desk Manager

Posted 7 March by Human Capital Ventures Easy Apply Ended

IT Service Desk Manager

Human Capital Ventures is acting as the preferred recruitment partner to one of the UK fastest growing businesses in the recruitment of an IT Service Desk Manager to lead their Shared Service Desk Function to be responsible for the on-going management, performance, and development of their team of 1st and 2nd Line Engineers. Liaising with all areas of the business and other IT teams you will provide the best service to the business and minimise service interruption. You will harvest a close working relationship with all teams within IT and look to promote a "service first" culture.

The role will also require you to complete on-going reviews of the incident queue and produce management information as required to identify incident trends and potential problem management, candidates. You will also be responsible for all communications to the business in the event of a major incident, ensuring all key stakeholders expectations are managed.

Key Responsibilities
  • Managing the Service Desk Function of between 10 - 14 resources resolving 1st & 2nd
  • Build and develop capabilities of the Service Desk team, both technical and non-technical
  • Ensuring regular one to one meetings are held with direct reports, managing their overall performance and development
  • Mentor and develop the individuals in the team
  • Ensure all SLA’s are met and any that are not met are sufficiently managed
  • Personnel/staff performance and headcount forecasting and recruitment
  • Ensuring sufficient cover is in place both UK and Globally
  • Manage any escalations and complaints that arise
  • Acting as an incident escalation focal point, identifying and resolving conflict and bottlenecks
  • Providing consolidated production incident metrics to the Head of Infrastructure and Operations
  • Ensuring that all IT teams follow the incident management process for every incident
  • Own all communications during a major system outage
  • Manage and evolve the existing ITSM tool and ensure it is fit for purpose
  • Liaise with project managers to ensure IT project services transition into BAU is without incident

Knowledge and Experience

  • Prior experience in managing a similar size Service Desk Function.
  • Ideally, ITIL certified (foundation level)
  • Proven track record of developing and delivering to SLA's and KPI’s
  • Demonstrable understanding of Incident and Problem Management within an IT environment
  • Ability to work in a fast-paced environment with high degrees of ambiguity arising from a period of significant change
  • Excellent interpersonal, influencing skills, interacting appropriately with technical and business resources, driven but courteous

Location: Bedford, Bedfordshire

Salary: £45,000 - £48,000 + Bonus + Benefits

Term: Permanent Employment

Required skills

  • Active Directory
  • Service Delivery
  • Service Desk
  • ITIL Certified
  • Problem Management

Reference: 34629935

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