IT Service Desk Manager

2021-10-28 08:50:592022-06-19ShortList Recruitment
Job TypePermanent
AreaChester, United KingdomChesterUnited KingdomCheshire
SectorIT Management
Posted DateOctober 26th, 2021
Job Refzoho_3608
Job Views485
Service Desk Manager

ShortList Recruitment are working with a leading professional tech firm in Chester who currently have a requirement for a Service Desk Manager.

The company is renowned for first class IT Solutions and the support they offer their clients. The Service Desk Manager will be responsible for leading, developing and managing the Service Teams to their fullest potential.

This is superb opportunity for an experienced Service Desk Manager to bring their own skills and flare to progress Managed Services and the Support Teams to the next level.

Key Responsibilities:

  • Monitor, drive, improve and maintain the service teams against agreed KPI's to meet SLA's
  • Lead by example and instil best practice, adhering to both ITIL standards
  • Collaboratively work to identify and implement change where applicable to take on new service options and solutions
  • Work aligned with the Service Delivery Managers to support new customers during the integration process to ensure a seamless change over to 'Live' status
  • Maintain and improve customer satisfaction classification by responding in a proactive and progressive way
  • Own and take responsibility for the escalation process, issues and act as the point of escalation in and outside of office hours

Key Skills required: 
  • You will come from a customer facing environment with high standards and will have a proven track record for delivering customer satisfaction and seamless support.
  • You will be passionate about technology, collaborative culture, business progression and best practice
  • You will hold a keen eye for opportunities and have the ability to identify areas for improvement such as efficiency, continuous improvement and cost reduction
  • Hold Certified Service Management ITIL Version and solid experience with ISO20000
  • Have the ability to build trust, long term relationships with customers built on service rendered, delivering these services even at times of high pressure

The Service Desk Manager will lead the Managed Services and Support teams and will be exposed to leading technologies such as networking, cloud services, visualisation, and Microsoft Server applications. In return the Service Desk Manager will receive a salary of up to £40,000.

The Service Desk Manager role is based in Chester and is easily commutable from Cheshire, North Wales, Liverpool, Warrington and Stockport.

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