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Job Details
Service Desk Manager (Contract)
Location: City of London Country: UK Rate: £450 - £500 per day
Service Desk Manager
London
£450-£500p/d (inside IR35)
3 month initial contract with high likelihood of extension
Service Desk Manager sought by a well-known and public-facing organisation with numerous sites spread across the county. The business is involved in significant, complex and critical logistical operations.
As a public-facing, Critical National Infrastructure business the Service Desk Manager is a crucial component in ensuring the effective management of the service desk which supports circa 1000 users across the country and a vast array of business systems.
Responsibilities:
- Oversee the whole service desk process including service requests, incidents and problem tickets
- Manage and co-ordinate urgent and complicated support issues and act as escalation point for all requests and incidents
- Manage Major Incidents and contribute to Problem Management reviews and process
- Help develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation and that of the new vendor
- Provide data and reporting of KPI's and SLA's and trends to IT department and others, as needed
- Drive root cause analysis and help develop strategies for improvement
- Work towards making the Service Desk overarch the IT processes and service delivery channel for the IT as a whole using ITIL as the framework
- To support the development of an effective and workable framework for managing and improving customer IT support in the organisation, especially through the transition period to a new service desk provider
- Work on assigned calls and take them through to resolution. To provide consistent, high quality documentation for all systems and processes
- To carry out Service Reviews with key internal and external suppliers
Requirements:
- Experience with ServiceNow
- Proven experience of managing a service desk operation in a busy/multisite environment
- Experience managing teams of service desk staff (minimum of 4 individuals)
- Excellent service management skills
- Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance
- Demonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines
- Formal Training and advanced understanding of ITIL principles and practice
- Excellent customer service and communication skills
- Experience supporting and administering Windows operating systems (Windows desktop, Exchange, Active Directory, etc.), and ideally Citrix.
Posted Date: 21 May 2024
Reference: JS-BBBH1893
Employment Business: Context Recruitment
Contact: Callum Read