Robert Half are working with a growing business services organisation in the Bristol area as they continue to build their IT Service Operations function.
The Role
The Service Desk Manager has responsibility for the management of the IT Service Desk function which includes a desk-based Service Desk team, an Administrative Team and remote Field Service Engineers. The role is supported by Team Leaders who will manage the day-to-day workload of the Service Desk and Field Service Engineers. They are also responsible for the management of the IT Admin team who undertake a variety of admin tasks, including procurement and management of joiner/leaver tickets. The role reports into the incumbent Service Desk Manager within the IT Service team.
The Service Desk Manager will ensure robust processes and procedures are in place for the efficient and consistent management of the incidents and service requests. They will develop and embed appropriate Key Performance Indicators (KPI's) to monitor individual and team performance. They will identify Service Improvement Plans (SIP's) to improve service where KPI's are not being achieved. They will produce regular reports for wider IT management to highlight performance of the team and progress against SIP's
Day-to-day responsibilities:
- Ensure that incidents and requests are handled according to agreed procedures and ensure that suitable documentation is available for those providing support.
- Analyse processes, identify alternative solutions, and recommend new approaches. Help establish requirements for the implementation of changes in processes.
- Take responsibility for the definition, documentation and satisfactory completion of projects
- Communicate effectively, acting as a key liaison with practices, team members and colleagues
- Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files
- Lead, manage and direct the team to support all aspects of the IT Support Service
- Drive performance, ensuring agreed SLAs and KPI's are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.
- Ensure processes are in place for monitoring the quality of interactions with the Service Desk to enable effective performance management and customer satisfaction.
Skills/Experience:
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At least 5 years' experience managing a Service Desk in a large organisation.
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Demonstrable experience in maturing a Service Desk function
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Experience with coaching and mentoring team members in different roles with differing skill levels.
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Ability to analyse and manipulate raw data and turn it into meaningful reports (e.g. Excel, PowerPivot, PowerBI)
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Knowledge and experience of the ITIL IT Service Management Framework
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Experience in the management and configuration of Service Management Toolsets (ZenDesk)
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Awareness of Information Security principles relevant to Service Desk and industry standard framework (ISO27001)
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Experience in writing business proposals (e.g. justification for additional headcount).
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Experience in budgetary process and procedure.
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Solid technical knowledge to understand the supported environment of IVC and provide effective leadership and direction for Service Desk team members as well as effective participation in relevant department meetings (e.g. Projects, Major Incident, Change Advisory Board etc.
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Network technologies (TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies).
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Microsoft Operating Systems
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Email and other productivity tools such as MS Office 365, Office 2016, Office 2019, SharePoint
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Cloud technology awareness (Azure AD/AWS/SaaS etc.)
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Telephony solutions (VoIP, SIP, UCaaS)
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Security technology (e.g. MFA, Phishing, Anti-Virus etc.)
Package:
- £55,000-£60,000 + bonus + hybrid working
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