Job Title: Service Desk Manager / Helpdesk Manager / ServiceDesk Manager (SDM)
Salary: £35k+
Location: Berkshire
Job Type: Permanent
Hours: Full Time
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 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 fulfilment, working closely with IT support technicians in other teams.
4. Participate as a Major Incident Manager process (MIM) for P1 / P2 incidents.
5. Track ticket trends in the ITSM toolset, identifying areas for improvement and implementing improvement actions.
6. Onboard new services onto the service desk, ensuring appropriate training for staff and processes are put in place.
7. Ensure metrics and KPIs are formulated, followed, and adhered to in evaluating service delivery quality and performance levels.
8. Continual service level improvement of processes and procedures; ensuring documentation of all work and processes.
9. Act as the liaison for tracking, communicating, and managing any temporary changes to service levels.
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