High-growth business in Billericay is looking for an IT Service Desk Manager to join the team. Leading a team of 5 Service Desk Analysts, in this role you will own the budget, performance and continuous improvement of the IT Service Management function.
Responsibilities:
1. Lead, mentor and manage a small team of Service Desk Analysts to ensure fantastic service is delivered to business users. This will including hiring activity, regular staff appraisals, rota and queue management for the team.
2. Improve, maintain, develop process and ways of working to drive continuous improvement (ITIL).
3. Create a positive team environment that gets the best from everyone.
4. Report on Service oriented KPIs and other metrics, spot trends and deliver insight to the business. PowerBI skills for this purpose would be useful.
5. Act as technical escalation point for incidents, complex issues and challenging stakeholders.
6. IT Asset management, includ...