Service Desk Manager

Permanent @JobPloy Solutions Jobs in IT
  • W10, St. Charles, Greater London View on Map
  • Post Date : September 1, 2022
  • Apply Before : October 1, 2022
  • Salary: $0 - $6000000
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Job Detail

  • Career Level Manager
  • Experience Fresh
  • Industry Development
  • Qualifications Certificate

Job Description

Service Desk Manager
An opportunity has arisen to join our Global Information technology department. We are looking for a Service Desk Manager to join our Global IT infrastructure team.
As the Service Desk Manager, you will be responsible for a global service desk team ensuring continual service improvement, through the development and management of IT services. You will be able to utilise your IT insight across all IT functions.
The ideal Service Desk Manager will have strong understanding of ITIL service management framework and would have worked in a previous Managerial role or in a 3rd line support role looking to further their career.
Key Responsibilities:
* Monitoring Infrastructure and Services using all available tools, performance tuning and ensuring maximum uptime of systems and services.
* Telecoms and Service Desk monitoring to maintain high levels of customer service.
* Trend analysis of service requests and incidents.
* Review, develop and maintain incident management policies processes and procedures.
* Continual review and development of service desk administration process documentation.
* Coach, mentor all service desk staff on achieving goals and developing necessary skills.
* Build strong relationships with business users to ensure customer requirements are met in terms of communication, prioritising, escalating and resolving service requests and incidents.
* Responding swiftly to customer complaints.
* Responsible for management reporting.
* Act as an overflow for increased work into the Service Desk as and when required.
* Ensuring change management forms are submitted and changes communicated to relevant teams accordingly.
* Working closely with the Network Operation Centre (NOC) and 3rd party vendors.
* Responsible for License Management.
* Responsible for Hardware/Software Asset Management and Procurement.
* To be flexible with times due to global coverage.
* To be available on call for P1 incidents.
Knowledge, Skills and Experience Required
Minimum 5 years experience in a Team Leader role or 3rd Line support role.
Good understanding and experience working in an ITIL framework environment
Excellent configuration/troubleshooting, analytical and diagnostic skills
Strong planning, communication and organizational skills
Excellent leadership and customer service skills.
Experience in working in a fast-paced environment
Strong project management, and quality control skills.
Good resource planning skills.
Strong teamworking skills with a can-do attitude and attention to detail.
Excellent leadership and customer service skills.
Experience in working in a fast-paced environment
Strong project management, and quality control skills.
Good resource planning skills.
Strong teamworking skills with a can-do attitude and attention to detail.
Awareness of security principles around protection of data on systems
Good understanding of technologies such as VMware, Citrix, Office 365 Suite, Azure, Intune, Wintel systems and Networking protocols
Required qualifications
University degree or diploma in Information technology area
ITIL Managing Professional (MP)

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