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IT Service Desk Manager

  • Job Location


  • Duration


  • Job Benefits

    £50000.00 - £60000.00/annum attractive benefits


Butler Rose is pleased to be partnering a Global business with the recruitment of an IT Service Desk Manager to join them on a permanent basis at their offices based in Oxfordshire.

As the IT Service Desk Manager, you will lead the Service Desk operation and will be responsible for all aspects of Service Desk performance. The role will work collaboratively with other key areas of the Group IT team in order to deliver a world class IT service to the client’s internal customers.

The Service Desk Manager will design & deliver the future state Service Desk organisation working closely with wider IT Services Management Team.

Key responsibilities but not limited to are:

* Line Management responsibility for the Service Desk team including 121's, personal development, training, coaching and annual appraisal process.

* Leadership of the Service Desk operation ensuring resources are efficiently deployed and the Service Desk has the appropriate cover during service hours.

* Management of all Service Desk operations ensuring all requests, incidents and problems are managed in line with agreed IT Services processes.

* Drive internal & external resolver teams ensuring incidents are resolved within agreed SLA timeframes.

* Provide leadership & support for any major IT incidents championing the IT major incident management process.

* Work with IT Service Management team to ensure new projects and processes are transitioned successfully into live operations.

* Act as the focal point for communication between the Service Desk and other areas both within the IT Department and across the wider business.

* Ensure Service Desk reporting is in place providing daily, weekly & monthly visibility of Desk performance versus agreed KPI's.

* Work with the IT Service Management team to establish a best in class Service Desk operation underpinned by industry standard ITIL processes.

The ideal candidate will be ITIL Qualified holding a minimum of three years' experience of managing a Service Desk support function, operating within an ITIL service management environment, ideally in a significantly sized organisation.

Please do not hesitate to apply or for further information contact Mihir Patel on Tel: (phone number removed) or email on m . patel @ butlerrose . com

Butler Rose is committed to equality in the workplace and is an equal opportunity employer.

Butler Rose Ltd is acting as an Employment Business in relation to this vacancy

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Copyright ©2006 - 2019. 247 Media Ltd.
Copyright ©2006 - 2019. 247 Media Ltd.