Service Desk Manager


Premium Job From Experis IT

Recruiter

Experis IT

Listed on

19th August 2016

Location

Edinburgh

Salary/Rate

£30000 - £32000

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

My Edinburgh based client, a digital agency, are at the cutting edge of their sector and are currently seeking an IT Service Desk Manager to join their impressive team.

In this role, you will be responsible for the management of a 3rd line application and hosting support team in Edinburgh, acting as the subject matter expert for the most complex escalations.

As Service Desk Manager, you will be accountable for ensuring that SLA's are adhered to and will engage with senior management to establish the working practices and processes of the Service Desk function.

Your Responsibilities will include:

* Provision of both internal and external reporting, providing full visibility of service levels, volumes of work, and resource utilisation

* Continuous development of customer support policies, internal supporting processes and standards, putting Continual Service Improvement processes in place and tracking progress against key metrics

* Working with client account managers to ensure consistent and achievable/supportable service packages are offered to clients

* Identify areas for improvements using collated MI to minimise potential service failures, highlighting risks and issues where necessary and recommending remedial actions to improve service reliability

* Build and maintain positive client and internal team relationships, delivering difficult messages with clarity and diplomacy and operating with full transparency

* Manage resource allocation and provision to ensure the contractual level of service is provided to each client, whilst maximising utlilisation of resources across the business

* Manage direct reports, providing formal and informal development, coaching and support in their role

* Ownership and management of the change process and CAB meeting, ensuring decisions are made in a timely way, fully documented and the process enforced and understood

* Ownership of any Release and Deployment Plans, ensuring roll out across the business and full visibility to all staff across the business

* Promote adoption of industry best practice, processes, tools and models, role modelling behaviours across teams and implementing change where it is required to strengthen the business.

* Manage supply chain conversations, showing empathy with stakeholders, operating within the remit of our contracts.

* Complete all mandatory training identified for your role on time

* Work as part of a project team, supporting colleagues and sharing knowledge and experience to help their deliveries and development and create a positive working environment

* Act as 1st line of escalation for service issues

Essential experience

* 5 years' experience in a senior service desk role

* Line management experience of Service Desk Analysts

* Knowledge of software application development and software development lifecycle

* Experience of working in a client interfacing role

* Administration, setup, and operation of JIRA Service Desk within an Atlassian based software development toolset

* ITIL practitioner

To be considered, please apply directly or contact Farrah at Experis Edinburgh

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