Service Desk Manager Helpdesk Manager ServiceDesk Manager SDM
£35k+ Berkshire
Looking for a strong Service Desk Manager Helpdesk Manager ServiceDesk Manager SDM to work for an exciting client in Berkshire. The Service Desk Manager SDM will be working on site.
The Service Desk Manager SDM responsibilities will involve but not be limited to:
Working directly for the Service Director maintaining and monitoring project schedules. Day to day management and responsibility of service desk including a team of Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations. Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams. Participate as a Major Incident Manager process (MIM) for P1 / P2 incidents. Tracks ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place. Onboard new services onto the service desk ensuring the appropriate training for staff and processes are put in place. Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to. Continual service level improvement of process and procedure; ensuring documentation of all work and processes. Act as the liaison for tracking, communicating and managing any temporary changes to service levels.
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£35k+ Berkshire
Looking for a strong Service Desk Manager Helpdesk Manager ServiceDesk Manager SDM to work for an exciting client in Berkshire. The Service Desk Manager SDM will be working on site.
The Service Desk Manager SDM responsibilities will involve but not be limited to:
Working directly for the Service Director maintaining and monitoring project schedules. Day to day management and responsibility of service desk including a team of Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations. Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams. Participate as a Major Incident Manager process (MIM) for P1 / P2 incidents. Tracks ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place. Onboard new services onto the service desk ensuring the appropriate training for staff and processes are put in place. Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to. Continual service level improvement of process and procedure; ensuring documentation of all work and processes. Act as the liaison for tracking, communicating and managing any temporary changes to service levels.
#J-18808-Ljbffr
