Service Desk Manager (SDM)
£35-45k+
Berkshire (on site)
Looking for a strong Service Desk Manager to work for an exciting client in Berkshire. The Service Desk Manager will be working on site.
Responsibilities:
Working directly for the Service Director maintaining and monitoring project schedules. Day-to-day management and responsibility of the service desk, including a team of Service Desk and Desktop Support Analysts, ensuring appropriate business support coverage with staff shift rotations. Provide 1st and 2nd line incident and request fulfilment, working closely with IT support technicians in other teams. Participate as a Major Incident Manager (MIM) for P1/P2 incidents. Track ticket trends in the ITSM toolset, identifying areas for improvement and implementing actions. Onboard new services onto the service desk, ensuring appropriate training for staff and processes are in place. Ensure metrics and KPIs are formulated, followed, and adhered to in evaluating service delivery quality and performance levels. Continual service level improvement of processes and procedures, ensuring documentation of all work and processes. Act as the liaison for tracking, communicating, and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider).
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Working directly for the Service Director maintaining and monitoring project schedules. Day-to-day management and responsibility of the service desk, including a team of Service Desk and Desktop Support Analysts, ensuring appropriate business support coverage with staff shift rotations. Provide 1st and 2nd line incident and request fulfilment, working closely with IT support technicians in other teams. Participate as a Major Incident Manager (MIM) for P1/P2 incidents. Track ticket trends in the ITSM toolset, identifying areas for improvement and implementing actions. Onboard new services onto the service desk, ensuring appropriate training for staff and processes are in place. Ensure metrics and KPIs are formulated, followed, and adhered to in evaluating service delivery quality and performance levels. Continual service level improvement of processes and procedures, ensuring documentation of all work and processes. Act as the liaison for tracking, communicating, and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider).
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