Job description
IT Service Desk Manager - ITIL, Internal Incident Management
£35,000 - £45,000 + bonus, benefits and flexible working
Hampshire; Fareham, Cosham
The Service Desk Manager will join an established team within IT Operations that acts as the first point of contact for all IT incidents within the organisation. The Service Desk works closely with other IT functions to ensure the smooth running of IT within the business and the introduction of IT change.
The Service Desk Manager will be responsible for leading the Service Desk Team which provides a high-quality service to all internal IT users. The Service Desk Manager will promote a customer focused culture, with emphasis on ownership of incidents and requests within the Service Desk team.
The Service Desk Manger will remain hands-on where required, especially with major incidents and will be authorised to use whatever resources are necessary to fix high priority or complex incidents.
Key responsibilities:
- Managing the workflow, resources and day-to-day management of the Service Desk team and relevant targets / KPI's
- Ensuring incidents, problems, requests and changes are resolved within the agreed timescales
- Managing the ITIL based processes within the IT environment, including; Incident management, Service Request Management, IT Procurement and Reporting of KPI's
- Dealing with users who have raised particularly complex issues which cannot be dealt with by the Service Desk Analysts
- Ensuring all users are communicated to regularly and within predicted timescales
- Pro-actively identifying problems and trends and propose solutions and recommendations to optimise systems performance and stability
- Occasional out of hours work based on an irregular rota.
Knowledge, Skills and Experience:
- ITIL qualified
- Ability to lead and line manage Service Desk Analyst
- Management and use of an incident change management system
- Demonstrate experience of working in a fast-paced environment
- Ability to manage and coordinate changing priorities
- Strong communicator, with the ability to liaise with Senior Managers
- Willingness to travel and to spend time on site with customers
The company are experiencing consistent growth and promote a healthy work/life balance, internal progression opportunities and excellent benefits.
Please apply to this advert of contact me on LinkedIn or our website to be considered. Paul Grace, Spectrum IT
All candidates applying must be able to travel and eligible to work in the UK
