Service Desk Manager

Erin Associates
£30000 - £35000 per annum
29 Jul 2017
26 Aug 2017
Contract Type
Full Time
Service Desk Manager - Redditch, Worcestershire

ITIL, 2nd Line Support, Team lead, Service Desk Best Practice, Customer Service, Incident Manager

This exciting organisation are moving into a period of fast and sustained growth and require a hands on Service Desk Manager with technical flair and excellent customer service skills.

The Service Desk Manager will be comfortable working in high pressure fast paced environments and be an excellent team player.

The Service desk manager will have a dual role; supporting the 2nd line support analysts to provide fixes to the in house developed software and leading a small dedicated 2nd line support team to ensure the effective running of the 2nd line service desk.

A background in Application support, migrating serviced desk software and setting SLA's is required. As acting Incident manager you will ensure all P1 incidents and service affecting issues are resolved and concluded as per defined processes and within internal KPI's.

Key Responsibilities:

* To define, improve and monitor service desk KPI's to drive efficiency improvements, with feedback reports to senior stakeholders
* Ensure the service desk achieves all operational responsibilities and targets including ISO 27001
*To identify new and/or enhance existing operational procedures for the Service Desk to improve efficiency and ensure delivery of optimal service levels
* Staffing and skilling the service desk team to ensure adequate support levels for all products services and technology, existing and new.
* Scope and facilitate migration to an improved automated fully integrated service desk system for customer issue and fault logging

Core skills:

*Strong technical background in supporting IT and telephony systems
*Has an aptitude for learning and adapting to new technologies and products
*Ability to lead and develop a small close knit team
*Expert in building and maintaining customer relationships
*Solid understanding of ITIL and service desk best practices
*Working experience of a variety of service desk management systems and processes
*Must have a full UK driving license and access to a vehicle

Desirable skills:
*Working experience in the cloud based telecoms industry
*Working experience of ISO 27001

This is a fantastic opportunity for a customer focused Service Desk Manager who enjoys a fast paced environment to join a growing organisation which will offer a long term career path and a rewarding place to work.

ITIL, Service Desk Best Practice, Customer Service, Incident Manager

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Erin Associates act as an agency on behalf of our client

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