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Form of workProfectus are looking for a Service Desk Manager to join our client in Newbury. You will be leading a small team and drive operational improvement, with a 37.5 hour working week and exceptional benefits package.
Key responsibilities:
• Spearhead the Service Desk operations through supporting overseeing the resolution of escalated Service Desk issues and guiding IT support technicians.
• Coordinate the resolution of operational challenges and change requests, delivering comprehensive training and technical assistance as needed.
• Take charge of incidents, establishing priorities, engaging necessary resources, and maintaining consistent communication.
• Lead investigations into root causes to address underlying issues and minimize recurrence.
• Efficiently manage the support incident queue to ensure prompt resolution of escalated incidents.
• Conduct impact assessments and outline follow-up actions for incidents, leveraging insights gained from regular meetings with school representatives and understanding operational processes.
• Monitor and enhance staff approaches to handling support tickets.
• Supervise the fulfilment of standard requests, ensuring the upkeep and dissemination of the Service Catalogue.
If this sounds like an exciting opportunity for you please apply with an up to date version of your CV for immediate consideration.
