IT Service Desk Manager

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IT Service Desk Manager
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If you want to know about the requirements for this role, read on for all the relevant information.
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Salary - £50,000 per annum plus Bonus
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Location – Liverpool (Hybrid working)
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EA First are currently working with a global FTSE 100 client who are looking for their next service desk leader following a retirement within the team. This vacancy has opened up a great opportunity for a current Service Desk Manager to expand their management skillset within a multi-billion pound, globally recognised manufacturing setting.
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About the Role
We are on the lookout for an experienced, people-first manager to take the lead on an exciting service desk team that are integral to the function of internal operations.
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With complete oversight of the onsite UK & remote Ireland teams, this is a brilliant opportunity for someone who is looking to propel their career by taking on a rapidly expanding function that has ambitious growth plans over the next year.
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The team itself is responsible for the consistent application of the Incident Management, Request Management, and Service Desk processes & procedures. However, this role is suited to someone that is passionate about staff development, refining their own leadership skills and running the day-to-day coaching of direct reports.
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This role is sitting in a truly well-knit team that support each other in a mature and modern way; rejecting traditional manager/team member dynamics in a genuinely honest, feedback-driven environment.
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Key Responsibilities
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Lead day-to-day activities for Incident Management, Request Management and Service Desk processes within region and ensure reference / help documentation is available to support these activities.
Collaborate with the Service Operations Manager and the Global IS function leads to ensure teams are working within the agreed Service Level Agreements (SLAs)
Complete relevant training on the execution of all in scope processes and procedures.
Co-ordination of Major Incident issues for your region
When assigned, deliver project work, to defined timelines and budget
Complete tasks on handover and implementation of new Service Excellence ways of working from GIS Transformation into day-to-day operations
Travel across multiple sites will be required regularly for this role, including occasional overnight stays
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Requirements
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ESSENTIAL: Experience in a Service Management role or end-user support role in a fast paced environment
ESSENTIAL: Practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g. ITIL or similar
ESSENTIAL: Technical knowledge of client and server OSs (Windows 10, Windows Server 2012, 2016, 2019) and Office applications (#####,#####6#####19, O365)
ESSENTIAL: Experience with service performance measurement and reporting
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DESIRABLE: Current or previous experience in a manufacturing or industrial setting
DESIRABLE: Experience of working at a local, regional, and global level,
DESIRABLE: IT Operating Model change experience
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If you are interested in learning more, please apply to this advert or send your CV directly to #####