Service Desk Manager - Cheltenham, United Kingdom - Yolk Recruitment Ltd

Yolk Recruitment Ltd

Verified Company

Cheltenham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Desk Manager - 6 months (extension highly likely) - up tp £450 a day inside ir3- Gloucester area - Hybrid - Sector: National Security - DV clearance required

Yolk Recruitment are recruiting for a service desk manager to work with one of the country's leading organisations in national security and technology innovations.

This is an exciting opportunity to take responsibility for end-to-end support of one of the most important institutions in our country's national security.

Responsibilities:

Responsible for the overall performance of the service desk team. You will work closely with the service desk Lead Analyst and will report into the Support Manager.
Also responsible for the full daytoday management of the service desk team. You will ensure the service desk team are available and have the appropriate knowledge to support standard service requests or escalate incidents/requests that require a moretechnical resolution.
You will work alongside the 2nd Line Lead Analyst and the Knowledge Manager on daytoday issues.

Core Skills / Experience:

Experience using service desk manager tools such as JIRA
Maintaining knowledge in the support model.
Onboarding new products into the support model
Collect feedback from external users and internal customers, and to oversee and implement continuous improvement of the support model
Maintain a risk register for the endtoend support, and implement a mitigation plan
SLA definition & management

Desirable Skills: