Service Desk Manager

Service Desk Manager

EXCITING new contract within the public sector for an experience professional with recent IT service desk experience and SC clearance.

This is 12 month contract in Corsham, with the earliest start date depending on your availability

As Service Desk Manager your responsibilities will include:

• Resolution of technical issues related to computer applications, services and/or operating systems and devices.
• Act as an SME on not only the specific service desk products but also on their updates, upgrades as well as their limitations.
• Lead on customer service provision, satisfying customer needs whilst depending on their team to provide knowledgeable and applicable advice to customers in a professional manner.
• Monitor service desk operations in order to ensure tickets are addressed in a timely manner, as well as serving as the service desk liaison to major business-impacting initiatives.
• Ensure their team provide patient, yet helpful advice to customers, from novice to expert.
• Support the development of guidelines and procedures to improve the quality of support that their team delivers.
• Monitor customer communications and follow-up in the areas in which communications need improvement.
• Identify training needs and requirements in order to stay up-to-date with the most current and relevant industry technology and processes.
• Manage work schedules in order to ensure that sufficient employees are available and operational output and support can be sustained.
• Provide reports and statistical analysis of all aspects of service desk operations.

Qualifications, skills & experience (minimum)

• Knowledge and recent experience of ITIL service management process and practices, specifically Incident, Knowledge, Problem and Change Management processes.
• Formal Service Management qualification, ITIL v3 Foundation minimum.
• Recent experience of working within an IT service desk / help desk environment.
• Ability to think strategically and assess risks and impacts associated with an evolving environment.
• Advanced written and verbal communication skills, with excellent attention to detail.
• Experience and knowledge of IT systems and office automation tools.

Desirable:

• Experience of deployed Operational Service Management (OSM).
• Experience of working on multi-mission domains using deployed military CIS.
• Formal qualifications in project management practices preferably PRINCE2 and Agile.
• Experience with the development, introduction and use of Service Level Agreements.

If you are interested in a Service Desk Manager role and are able to work on-site in Corsham for 12 months then apply now as applications close soon!