Service Desk Manager

Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Permanent
Location: Swindon
Salary: £35,000 - £45,000
Start Date: ASAP
Reference: AK9071
Contact Name: Abi King
Contact Email:
Job Published: March 15, 2019 11:53

Job Description

Experienced IT Service Desk Manager required to lead the Service Desk operation and be responsible for all aspects of Service Desk performance, you will continue to make sure that first class service is maintained 24/7, develop strategies for enhancing team performance and run the team using strong leadership and management skills.

Key responsibilities:

  • Train, develop and manage the Service Desk Analysts, ensuring the client base they’re supporting is receiving the right level of support when responding to end-users to meet their expectations
  • Day to day management of Service Desk
  • Create, implement and monitor KPI'S/ SLA's
  • Manage, support and motivate a team of Support Analysts and Team Leads to ensure high quality customer service is provided
  • Conducting client and vendor meetings on service delivery

Candidates will need to possess the following skills/experience:

  • Several years’ experience working as a Service Desk Manager
  • Experience managing a technical team
  • ITIL accreditation or experience of working within an ITIL framework and ISO's
  • Windows Desktop & Server support experience
  • Office 365 experience

Candidates must hold or be eligible to gain UK SC level Security Clearance.

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