MS250 – IT Service Desk Manager

Location: Watford 

Salary: £35,000 - £55,000 per annum DOE

Overview: First Military Recruitment are currently supporting our client in the search for IT Service Desk Manager.

Working as an IT Service Desk Manager you will be responsible for the management of the IT Service Desk to ensure service levels are met and a positive user experience is delivered.  Ensure processes are followed and act on end user feedback to improve the service.  Proactively review activity levels and demand to effectively resource the team and improve the end user experience

This role is Monday – Friday, roughly 8:00am – 5:30pm

Our client is keen to offer opportunities to Ex-Military personnel, but all applications will be considered.

Duties and Responsibilities of an IT Service Desk Manager:

Develop, manage, and lead a high performing team that is customer focused and delivers to service levels

Effectively manage the IT queue of requests for the Service Desk team, continuously review and assess the SLA's and KPI’s to ensure the team are meeting the business requirements.

Manage and monitor customer satisfaction and make improvements where necessary

Work with other group controllers to ensure service levels are met and to also identify opportunities to improve the 1st time fix rate by analysing tickets that are not handled by the Service Desk

Manage key stakeholders – internal and external with focus on the customer service experience

Ensure that the Service Desk team works effectively through goal setting and are consistent in their level of skills and customer service

Skills and Qualifications:

Experience managing an IT Service Desk.

Experience of managing & motivating teams to meet service level commitments

Data analysis and able to identify trends leading to change

Customer engagement & stakeholder management dealing with escalations

Conflict management

People and team management including development of people

Appropriate knowledge and certifications (e.g. managing people, ITIL v3/v4, Service Desk Manager)

Experience of using ITSM tools (e.g. ServiceNow) to manage team activity including creating reports