IT Service Desk Manager
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IT Service Desk Manager - Retail
The IT Service Desk Manager to perform the following duties/responsibilities:
* Line management for Service Desk Team (5x permanent staff).
* Management of Incident and service request processes, and act as escalation point.
* Asset management
* Provide KPIs on incident and response SLAs.
* Liaise with internal stakeholders to effectively manage IT support queues.
* Liaise with 3rd parties.
Key Activities / Decision Areas
* Manage the IT Service Desk
* Support IT systems across all divisions
* Communicate with divisional heads and staff members
* Understanding of all aspects of the business and able to prioritise work effectively
* Act as a project resource and manage projects as required
* Take ownership of the full lifecycle of all Incidents and Service Requests
* Escalate to, and coordinate with, other IT teams as necessary
* Manage Major Incidents, with focus on communication to stakeholders
* Reactive and proactive Problem Management
* Manage Incident and Problem Management through the Freshservice Service Desk system
*Establish and negotiate SLAs with the business
* Carry out Service Review meetings with business owners and managers
* Perform communication activities such as release notifications, change schedules, etc.
* Continuous service improvement
* Monitor the performance of the Service Desk against SLAs and KPIs
* Report to management and business owners on the performance of the Service Desk
* Maintain and document all company IT systems
* Manage escalations, hardware replacements and liaise with third party providers
* Day to day management of Service Desk Analysts and workload
* Performance Management of direct reports
*Act as an escalation point for out of hours support
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Badenoch & Clark is acting as an Employment Agency in relation to this vacancy. Badenoch & Clark is an Equal Opportunity Employer and a registered Disability Symbol User.
