Employer
Salary from
40000
Location
Hertfordshire
Industry
IT
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Position: Service Desk Manager
Location: Hertfordshire
Hours: Full-time, 37.5 hours per week, Monday to Friday with one hour unpaid for lunch.
Salary: £45,000+ per annum (depending on skills and experience)
Benefits:
- Dedication to advancing professional skills, with generous funding allocated for training and personalized courses. Assistance provided for obtaining pertinent qualifications.
- 12% employer pension contribution matched against a 5% individual contribution.
- Group Life Assurance coverage at four times the salary.
- Enjoy complimentary lunches, additional meals, and refreshments.
- Access to free campus parking.
- Complimentary usage of facilities such as Gym, swimming pool etc.
- Coverage under Group Personal Accident insurance.
- Employee Assistance Programme available.
- Pro-rated allocation of 40 days annual leave
We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations for a very prestigious outfit. Located in Hertfordshire, we are dedicated to delivering high-quality IT services and ensuring seamless user experiences across our organization.
Role Overview:
As the Service Desk Manager, you will be instrumental in driving the efficiency and effectiveness of our IT support function. Your role will involve leading a team of dedicated professionals, implementing ITIL v4 best practices, and continuously improving our service delivery to align with business objectives.
Key Responsibilities:
Service Desk Operations:
- Implement ITIL 4 best practices to maintain high-quality service delivery.
- Develop and enforce service desk policies and procedures to ensure consistent support services.
Leadership:
- Provide strong leadership to the Service Desk team, fostering a culture of collaboration and continuous improvement.
- Conduct regular performance evaluations, coaching, and training to enhance team skills and competencies.
Incident and Problem Management:
- Lead the Incident Management process to ensure timely resolution and communication of incidents.
- Drive Problem Management initiatives to identify root causes and prevent recurring issues.
Major Incident Management:
- Establish procedures for handling major incidents, minimizing disruption to operations.
- Act as the central point of communication during major incidents, ensuring resolution and stakeholder coordination.
Service Requests and Reporting:
- Oversee the handling of service requests, ensuring adherence to SLAs and user satisfaction.
- Develop and maintain service metrics and reporting mechanisms to track performance against KPIs.
Supplier Management and Continual Service Improvement:
- Manage relationships with external suppliers, ensuring adherence to service agreements.
- Drive continual service improvement initiatives based on data-driven insights and stakeholder feedback.
Must-Haves:
- Bachelor’s degree in computer science, Information Systems, or relevant field.
- Demonstrable experience in managing an IT service desk or related team.
- Proficiency in ITIL v4 best practices and Microsoft O365 suite.
- Experience with IT asset management and ticketing systems.
- Strong leadership and people management skills.
- Excellent communication and organizational abilities.
- Proactive approach and ability to thrive in a fast-paced environment.
Join our team and play a pivotal role in shaping our IT support function to drive organizational success. If you’re ready to take on this exciting challenge, apply now!
Job Information
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If you wish to apply for this position, please email us at apply@som-3.com