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Service Desk Manager - City of London, Greater London, United Kingdom - context recruitment
Description
Service Desk ManagerService Desk Manager
London
£450-£500p/d (inside IR35)
3 month initial contract with high likelihood of extension
Service Desk Manager sought by a well-known and public-facing organisation with numerous sites spread across the county.
The business is involved in significant, complex and critical logistical operations.
As a public-facing, Critical National Infrastructure business the Service Desk Manager is a crucial component in ensuring the effective management of the service desk which supports circa 1000 users across the country and a vast array of business systems.
Responsibilities:
Oversee the whole service desk process including service requests, incidents and problem tickets
Manage and co-ordinate urgent and complicated support issues and act as escalation point for all requests and incidents
Manage Major Incidents and contribute to Problem Management reviews and process
Help develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation and that of the new vendor
Provide data and reporting of KPI's and SLA's and trends to IT department and others, as needed
Drive root cause analysis and help develop strategies for improvement
Work towards making the Service Desk overarch the IT processes and service delivery channel for the IT as a whole using ITIL as the framework
To support the development of an effective and workable framework for managing and improving customer IT support in the organisation, especially through the transition period to a new service desk provider
Work on assigned calls and take them through to resolution.
To provide consistent, high quality documentation for all systems and processes
To carry out Service Reviews with key internal and external suppliers
Requirements:
Experience with ServiceNow
Proven experience of managing a service desk operation in a busy/multisite environment
Experience managing teams of service desk staff (minimum of 4 individuals)
Excellent service management skills
Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance
Demonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines
Formal Training and advanced understanding of ITIL principles and practice
Excellent customer service and communication skills
Experience supporting and administering Windows operating systems (Windows desktop, Exchange, Active Directory, etc.), and ideally Citrix.
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