Service Desk Manager

Service Desk Manager - Birmingham (hybrid working, 1-2 days per week onsite)

Up to £45,000 PA plus excellent benefits

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 will be a crucial component in ensuring the effective management of the Service Desk which supports circa 2000 users across the country and a vast array of business systems on a 24/7 basis.

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:

* Proven experience of managing a Service Desk operation in a busy/multisite environment

* Experience Managing Service Desk staff

* Excellent service management skills

* Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance

* People management experience and demonstrated leadership skills

* 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.)

Salary up to £45,000 PA for the right candidate. The role offers excellent benefits, including flexible working and one of the UK's leading pension schemes.

You will be required to be on call 1 week every 4/5 weeks.

Location; Birmingham (hybrid working environment, 1-2 days per week onsite)