​My client is looking for an experienced Service Desk Manager who can expertly manage the Holy Trinity of service desks: the people; the processes; the tools and technology.  The role calls for an individual who has both a nurturing approach to leading a team  and the ability to manage and improve an environment that needs steadying and improving.

The successful candidate will have a solid technical background combined with delivering an excellent customer service experience. You will need a proactive approach, a problem-solving attitude, and strong motivational skills. The postholder will be able to rise to the challenge of  building the profile and standing of the service desk operation and will be motivated by delivering service improvements

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Required experience/skills:

• Previous experience as an SDM -  managing service improvements, business relationships and ITIL processes

• The ability to implement structure and change to the environment and to motivate and manage a team effectively

• Excellent knowledge of Windows Desktop, Active Directory, DNS, Networks and Group Policy.  High level of technical skills: hardware, software and networking

• Ability to interrogate data and provide statistics

• Business and customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous

• Experience of staff supervision and appraisals

• Implementing change within the Service Desk function and wider organisation

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Key Responsibilities:

• Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function

• Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives

• Drive the service desk team and instil a customer service culture that over-delivers

• Provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions

• Conduct regular service review meetings

• Assist the Head of Service Delivery and Customer Service to achieve the KPI’s and SLA’s as defined for the department.

• Producing service performance reports

• To update all incidents and problem tickets

• Involvement in the transition of new business and customers

• To provide leadership and support for all aspects of projects where required including but not limited to planning, reporting, budgetary control and external and internal resource management

• To take responsibility for the performance management and development of the team

• To develop, test and improve the performance of the IT Service Continuity, disaster recovery systems and processes and ensure adherence to the processes developed

• To define best practices and protocol in service desk development and design

• To plan, develop, implement, document and review procedures and processes to improve service desk function and store in an easily accessible central repository

• To take responsibility for the Major Incident and Incident Management processes

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What my client needs is an experienced and inspiring individual who can ultimately improve the service desk environment.

If you are looking for your next career opportunity and this is you, don’t hesitate to contact Keith Wilkins today – even if it is just for an informal chat.  Or send your CV in for review at the earliest opportunity.

Avocet Strategic Resourcing is acting as an employment agency regarding this role.

Please note that every application received is personally reviewed by our team – and we do not use automated CV checking.  It’s important to read between the lines! On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance. 

Applicants must be eligible to live and work in the UK to apply for this role.