Service Desk Manager - London

My client are looking for a Service Desk Manager to join their team. This role is responsible for the day-to-day running of the IT Service Desk, acting as a conduit between the company and client as well as an escalation point for all staff on IT support matters. 
 
Responsibilities: 
- Take ownership of the service by acting as the client's first point of contact for operational matters.
- Ensure that contracted service are delivered and monitored, in particular that the service levels and performance indicators are met.
- Day-to-day management of support technicians inc. managing and maintaining shift rota and annual leave requests. 
- Coordination/oversight of ticket escalation between the Service Desk and Customer technical resolver groups. 
- Problem and incident management coordination. 
- Ensure that all services provided are thoroughly documented, audited, and regularly improved upon. 
- Creation and presentation of monthly reporting pack. 
- Supply customers with data for their monthly dashboard. 
 
Skills: 
- Strong Analytical skills 
- Experience actively monitoring service levels.
- Vendor Management experience. 
- Skills in managing a shift rota.

 

Salary:
£58,000
Type:
Permanent
Location:
London - Central
Sector:
IT Management
Ref:
18848
Contact Name:
Ellie Sayer

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