Purpose of the role:
You will provide not just day-to-day management but also mentoring and act as a role model, ensuring that the approachability and efficiency that defines our Service Desk continues.
Responsibilities:
- Manage the day to day operations of the Service Desk analysts providing IT support via phone, email, and walk ups in line with the agreed Service Level Agreements
- First point of contact for Major incidents
- Manage team schedules and resource capacity for each shift to ensure workload is evenly distributed
- Ensure the Service Desk KPIs and metrics are measured and adhered to by the team
- Maintain a close working relationship with IT SMEs
- Review Incidents and Service requests to ensure continual improvement
- Conduct team meetings, end of year performance reviews and provide guidance with individual development plans
Skills required:
- 5+ years of relevant experience in Managing IT Service Desk Operations or Technical Service Desk
- Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies
- An understanding an experience in Microsoft Office 365, Windows 10, and iOS based operating system devices
- Ability to build a cohesive team and to manage people effectively
- Ability to maintain a high standard of customer service within a Service Desk environment
- Ability to review various processes and procedures to keep them up to date at regular intervals