Service Desk Manager

Title: Service Desk Manager

Location: Principal location Kent but may be required to work at other company customer sites.

Reporting to: Service Operations Manager

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Role:

1. To manage and own the Service Desk function of the IT Services Division within the Company.
2. To ensure the performance of IT support services to customers within contractually agreed metrics.
3. Work with all departments, and all customers on a personal basis, to ensure excellent service delivery.
4. Responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers.

Skills, Knowledge and Experience:

Essential:

1. ITIL Foundation accreditation.
2. 2-3+ years of Service Desk management experience in a busy MSP environment.
3. 5+ years of Support Engineer experience at 1st, 2nd and/or 3rd line support.
4. 3+ years’ experience in leading a team of technical support engineers, in server, network, and cloud technologies.
5. Proven Operational and technical knowledge and experience in Implementing support call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels.
6. Forward thinking strategic knowledge of ITIL processes, to streamline and ensure efficiency of the IT department.
7. Ability to demonstrate proven and great experience in delivering ITIL Service Desk Objectives in a service management capacity, against financial returns.
8. Amazing customer service and communication skills, both written and verbal – displays commitment to resolving problems as quickly as possible, communicating with customer and internal staff at all times.
9. Excellent team player able to contribute ideas and support fellow team members at all times in ensuring a successful, high performing team.
10. Excellent operational experience, in a multi-million pound business, with proven skills of awareness, and customer activity, and risk.
11. Ability to demonstrate and ensure the team hold a Can-do, ‘customer-focused’ attitude, willing to tackle any issues and resolve to seek solutions wherever possible.
12. Proven excellent people team leadership and management skills.
13. Good overall understanding and broad knowledge of emerging IT systems and technologies.
14. Proven experience in Design, implementation, and improvement of ITIL v3 Service Delivery.

Desirable:

1. ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master.
2. Advanced Windows Server, Cloud and networking technical support and project experience.
3. ISO 27001 understanding at an operational level.
4. ITIL v3 Service Delivery qualifications in detailed knowledge of.
5. Project Management skills. Prince2, PMBOX, PMP, PMI.
6. Ability to motivate and drive team members forward to reach goals.
7. Operational Ability to ‘think outside the box’, reactive, and proactively in the best interest of the customer.
8. Strong desire to succeed and develop, and maintain a highly performing team.
9. Ability to communicate technically to non-technical audiences.

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