IT Service Desk Manager

IT Service Desk Manager
Role:
To manage and own the Service Desk function of the IT Services Division within the Company
To ensure the performance of IT support services to customers within contractually agreed metrics
Work with all departments, and all customers on a personal basis, to ensure excellent service delivery
Responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers
Skills, Knowledge and Experience:
Essential:
ITIL Foundation accreditation
2-3+ years of Service Desk management experience in a busy MSP environment
5+ years of Support Engineer experience at 1 st , 2 nd and/or 3 rd line support
3+ years experience in leading a team of technical support engineers, in server, network, and cloud technologies
Proven Operational and technical knowledge and experience in Implementing support call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels
Forward thinking strategic knowledge of ITIL processes, to streamline and ensure efficiency of the IT department
Ability to demonstrate proven and great experience in delivering ITIL Service Desk Objectives in a service management capacity, against financial returns
Amazing customer service and communication skills, both written and verbal - displays commitment to resolving problems as quickly as possible, communicating with customer and internal staff at all times
Excellent team player able to contribute ideas and support fellow team members at all times in ensuring a successful, high performing team
Excellent operational experience, in a multi-million pound business, with proven skills of awareness, and customer activity, and risk.
Ability to demonstrate and ensure the team hold a Can-do, customer-focused attitude, willing to tackle any issues and resolve to seek solutions wherever possible
Proven excellent people team leadership and management skills
Good overall understanding and broad knowledge of emerging IT systems and technologies
Proven experience in Design, implementation, and improvement of ITIL v3 Service Delivery
Desirable:
ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
Advanced Windows Server, Cloud and networking technical support and project experience
ISO 27001 understanding at an operational level
ITIL v3 Service Delivery qualifications in detailed knowledge of
Project Management skills. Prince2, PMBOX, PMP, PMI
Ability to motivate and drive team members forward to reach goals
Operational Ability to think outside the box, reactive, and proactively in the best interest of the customer
Strong desire to succeed and develop, and maintain at highly performing team
Ability to communicate technically to non-technical audiences

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