Service Desk Manager - London, United Kingdom - Kirk Recruitment

Description

An exciting opportunity to join the Services team tasked with proving best-in-class support and services to the customers.

This role will see you leading, managing and nurturing our Service Desk function and team providing support across the software portfoliowhich enables healthcare professionals to undertake and manage testing for patients world-wide.

Key Duties

• Lead, manage and develop the personnel who make up the ServiceDesk to ensure they can deliver the appropriate services to our customer base in line with our contracts commitments to meet or exceed both the customer and business requirements.
• Undertake incident trends analysis with a view to instigating problem records which will understand root causes and facilitate changes positively impacting support requests raised by our customer base either by reduction of support requests raised or theseverity of the support requests raised.
• Act as an escalation point, managing all stakeholders, for all matters concerned with the ServiceDesk function and support requests raised both within and outside of standard ServiceDesk coverage and within the defined limits of time, knowledge, and contractedservice levels.
• Manage and administrate servicebased tools and service reporting tools and systems where required, as allocated.
• Provide management information and reporting as required facilitating a qualitative and quantitative approach to monitoring operations.
• Carry out site visits when needed in relation to customer 'golives', as part of a service improvement plan, when required in relation to an escalation or when other needs dictate.
• Continually review all team member's development, skills, and ServiceDesk working practices and procedures to ensure they meet the ongoing service requirements.
• Direct and lead team activity ensuring the management of all support requests to appropriate resolution or escalation as required within defined service level agreements.
• Manage the team rota(s) and for all analysts and partake in the ServiceDesk shifts as/if required Key Skills, Abilities, and Experience
• Strong experience working within a ServiceDesk, HelpDesk or Customer Support environment.
• Experience in conducting a line management function involving the direct supervision and development of staff.
• Strong experience with ITIL processes
• Any certification such as MCP's, or ITIL is highly desirable

This role is home based (UK Wide) with some travel required for company or customer meetings or company events

This role comprises of a five-day week with shifts to cover our core hours of support 08:00 - 20:00 for Monday to Friday.

In addition, you will be required to participate, along with the other relevant managers, in the on-call Duty Manager rota