Service Desk Manager

Jonothan Bosworth Recruitment Specialists are working with an international, award winning IT service provider based in the North East London area, as they look to find a Service Desk Manager to fulfil their ambitious growth plans.If you can develop, maintain and oversee all aspects of a Global Service Desk, ensuring customer problems and issues are resolved promptly, we’d like to hear from you. Individuals that can maintain customer satisfaction by ensuring problem-solving is done in a timely manner will be of interest. THE BASICS:Service Desk Managers who can oversee requests, incidents and problems, manage and coordinate urgent and complicated support issues, whilst acting as an escalation point, will be of interest.If you have demonstrable hands on experience of managing vendor relationships, achieving customer service objectives by contributing information and recommendations to strategic plans and reviews; and preparing & completing audits, we’d like to hear from you. Individuals who can re-design processes; maximize customer operational performance by providing Service Desk resources and technical advice will be sought after.You will be liaising closely with 3rd party vendors for urgent resolution to faults, maintaining rapport with end users by displaying a detailed understanding of their IT environment, ensuring effective alert monitoring of services and the maintenance of contract obligations are fulfilled.If you can act in an on-call rota as Major Incident Manager, you are likely to receive an immediate interview request.THE ADDITIONAL STUFF:Establishing operations and maintenance routines, to service all equipment, develop and supervise completion of all maintenance schedules is also important. If you can comply with all service delivery agreements and KPIs, whilst proactively identifying ways for systems to improve; working closely with the technical engineering team to ensure the requirements are fulfilled, please get in touch.This is a fantastic job opportunity to enhance your career, and update your knowledge by participating in educational opportunities; reading professional publications and maintaining personal networks.THE REPORTING LINE:You will provide data and reporting of KPI’s and trends to the CEO/CTO/COO and others, whilst overseeing functionality and efficiency. If you can collect and analyse data, then use it to plan and manage systems whilst running all Engineer reports daily and report to senior management then this role should be of interest to you.THE CONCLUSION:Service Delivery Managers who can train, coach and mentor Service Desk specialists including career development, overseeing staff activities, and training materials : as well as motivate and guide the team, and retain the relevant qualifications for the business partnerships should apply today.Previous management experience is important, as is excellent planning skills. The ability to analyse and report on information obtained and handle communications and corporate affairs is also vital, so too is the ability to manage quality standards for procedures & operational activities in accordance with ISO 27001.Please contact Jonothan Bosworth Recruitment Specialists for more information about this job opportunity.
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