Service Desk Manager / Helpdesk Manager / ServiceDesk Manager (SDM)
Salary: £40-45k+
Location: Berkshire (on site)
Looking for a strong Service Desk Manager / Helpdesk Manager / ServiceDesk Manager (SDM) to work for an exciting client in Berkshire. The Service Desk Manager (SDM) will be working on site.
Responsibilities:
1. Working directly for the Service Director maintaining and monitoring project schedules.
2. Day-to-day management and responsibility of the service desk, including a team of Service Desk and Desktop Support Analysts, ensuring appropriate business support coverage with staff shift rotations.
3. Provide 1st & 2nd line incident and request fulfillment, working closely with IT support technicians in other teams.
4. Participate as a Major Incident Manager (MIM) for P1 / P2 incidents.
5. Track ticket trends in the ITSM toolset, identifying areas for improvement and implementing improvement actions.
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