IT Service Desk Manager ITIL - OCC Computer Personnel : Job Details

IT Service Desk Manager (ITIL)

Experienced IT Service Desk Manager ITIL, to lead a service desk team and elevate customer service standards. As the Service Desk Manager, you will play a crucial role in reorganising and enhancing service desk operations. This position requires a balance of technical expertise, leadership skills, and a strong customer service mindset.  The ideal candidate will have a proven track record of transforming service desk operations, implementing best practices, and driving customer satisfaction.

Service Desk Leadership / Process Improvement / Customer Satisfaction / Incident & Request Management / 3rd party relationship management / ITIL Certified

You will have strong ITIL experience in a commercial environment with approx. 5 yrs service desk / technical support and 2 yrs management to lead and manage the team. You will be able to improve service desk operations and customer satisfaction with strong problem-solving and analytical skills. This would suit someone with very strong communication / interpersonal skills and preference will be given to candidates who have worked in an IT Managed Service Provider environment. You will be familiar with service desk technologies (e.g., ITSM tools, remote support tools).

As the Service Manager you will lead and manage the service desk team to ensure efficient and effective resolution of customer issues and foster a culture of accountability and continuous / process improvement. Always analysing current service desk processes and implement necessary changes to enhance efficiency and compliance. As the client is an MSP customer satisfaction is essential looking at customer satisfaction, service delivery, KPI’s monitoring performance and customer feedback.

Incident & Request Management overseeing the management of incident and request tickets in line with agreed processes, working closely with the Service Support team to support all customers. Ensuring the timely resolution of tickets within SLA, effective ticket escalation through technical resolver groups and supporting team, ensure regular communication with stakeholders and drive the collection of quality ticket data.

3rd Party Relationship Management, developing and maintain strong relationships with third-party vendors and service providers to ensure high-quality service delivery.

Candidates must possess or be eligible to obtain SC clearance.