Service Desk Manager - (Service Desk, Management, SLA's, O365, Hands On, Stakeholder Management, KPI's, ITIL) - Permanent - Northampton
Charles Simon Associates are looking to recruit a Service Desk Manager on a permanent basis for our prestigious client based in Northampton.
This is an opportunity to work for a fast growing business who are quickly becoming leaders in their field. Some travel will be required.
Location: Northampton
Salary: Up to £40,000 per annum
The Skills/Requirements for the Service Desk Manager are:
- Previous experience managing teams, ideally up to 5/6 people
- Setting up and enforcing fresh SLA's and KPI's within the team
- Providing hands on escalation support for the team if needed
- Experience of driving improvements within both the KPI's/SLA's and the ability of the Engineers
- Getting involved in delivering ITIL is highly desirable
Start date is ASAP for the Service Desk Manager
The Service Desk Manager will be responsible for:
- Reviewing the current IT Services in line with the current SLA's, in addition to creating new SLA's and KPI's moving forwards
- Supporting the rest of the IT business where needed in planning, designing and deploying IT systems
- Developing and providing metrics, reports and analysis to track KPIsSLAs
- Work with the Service Desk Team Leaders to explore trends and recurring issues to find ways to look at a continual improvement to service provision.
- Acting as the escalation point for the Senior Analysts and Team Leaders when needed
- Overseeing the management of the hardware database and inventories.
- Developing relationships with key stakeholders to support continual improvement of service across the business.
- Ensuring continued development of the Service Desk Team via motivation, job satisfaction and career progression.
- Carrying out performance reviews and 121's for the Service Desk Team Leaders and Service Desk Seniors and assist with training plans and areas for development.
Please send an up-to-date copy of your CV to be considered for the Service Desk Manager
Service Desk Manager - (Service Desk, Management, SLA's, O365, Hands On, Stakeholder Management, KPI's, ITIL) - Permanent - Northampton