Job Description
We are currently looking for a Head of IT Service Desk to join our IT department in Leighton Buzzard. Reporting into the IT Service Director, the Connells Group Head of IT Service Desk will be responsible for the management and performance of the 3 IT Service Desk operating models in place today covering Incident and Request Management. Over time, the role will be critical in the development and execution of consolidating the 3 IT Service Desk into a single IT Service Desk operating model which support all users across the Connells Group.
Key responsibilities of the Head of IT Service Desk:
- Overseeing the IT Service Desk's teams (internal and 3rd party x 3), which includes managing staff such as IT Service Desk Analysts, Request Analysts, Branch Operations.
- Key stakeholder in the future strategy of IT Service desk services as we consolidate from 3 IT Service operating models into. This will include the replacement of in house service desk tooling.
- Developing, agreeing upon, and maintaining ITIL processes and procedures for incident, critical incident, and service request management.
- Owning and ensuring the effective use of the Service Desk tool, SharePoint, and Knowledge Base.
- Monitoring the performance of the Service Desk's through the development of SLAs and KPIs and reporting against them monthly.
- Planning resources to meet demand and managing recruitment, performance, training, career development programs, and HR processes.
- Providing communication between the IT Department and customers during incidents, planned outages, and upgrades.
- Obtaining customer feedback to evaluate and improve the level of customer satisfaction delivered by the Service Desks.
Experience & skills required to be successful as a Head of IT Service Desk:
- Minimum of 5 years IT Service Desk Management experience with progressive
- Extensive and demonstrable experience of managing multi provider IT Service Desks including internally staffed desks.
- Experience of IT Service Desk consolidation projects and IT Service Desk performance improvement programs.
- Experience in managing service level agreements (SLAs) and delivering high customer satisfaction.
- Experience in managing change within the IT Service arena, particularly in implementing new systems or processes
Qualifications:
- Certification in IT Service Management such as ITIL
Personal Attributes:
- Adept in dealing with and influencing multi-tier management.
- Proficient engaging and building successful relationships with stakeholders of the problem management process, including senior management.
Connells Group, one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network or over 1,250 branches, the Group combines residential sales and lettings expertise with a range of services including new homes, mortgage services, surveying, conveyancing and more!
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
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