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    IT Service Desk ManagerIT Service Desk Manager - Liverpool, United Kingdom - EA First

    EA First
    EA First Liverpool, United Kingdom

    3 weeks ago

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    Description
    IT Service Desk Manager

    • Salary £50,000 per annum plus Bonus
    Location – Liverpool (Hybrid working)

    • EA First are currently working with a global FTSE 100 client who are looking for their next service desk leader following a retirement within the team. This vacancy has opened up a great opportunity for a current Service Desk Manager to expand their management skillset within a multibillion pound, globally recognised manufacturing setting.
    - 'We are on the lookout for an experienced, people-first manager to take the lead on an exciting service desk team that are integral to the function of internal operations.

    • With complete oversight of the onsite UK & remote Ireland teams, this is a brilliant opportunity for someone who is looking to propel their career by taking on a rapidly expanding function that has ambitious growth plans over the next year.
    • The team itself is responsible for the consistent application of the Incident Management, Request Management, and Service Desk processes & procedures. This role is sitting in a truly wellknit team that support each other in a mature and modern way; Lead daytoday activities for Incident Management, Request Management and Service Desk processes within region and ensure reference / help documentation is available to support these activities.
    Collaborate with the Service Operations Manager and the Global IS function leads to ensure teams are working within the agreed Service Level Agreements (SLAs)
    Complete relevant training on the execution of all in scope processes and procedures.
    When assigned, deliver project work, to defined timelines and budget
    Complete tasks on handover and implementation of new Service Excellence ways of working from GIS Transformation into day-to-day operations
    Travel across multiple sites will be required regularly for this role, including occasional overnight stays

    • Experience in a Service Management role or enduser support role in a fast paced environment
    Practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g. ITIL or similar
    Technical knowledge of client and server OSs (Windows 10, Windows Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365)
    Experience with service performance measurement and reporting

    • Current or previous experience in a manufacturing or industrial setting
    Experience of working at a local, regional, and global level,
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