Description
Role Details - Service Desk Manager
As the End User Computing Manager (EUCM) you will be responsible for the day to day operation of End User services delivered team, this includes line management of deployed Service Desk Managers & Team Leaders.
Responsibilities- Service Desk Manager
- Operational accountability for the EUC Services delivered by Team Sigma
- Productivity/Capacity
- Agree standards for monitoring Analyst performance/Service throughput with SOMs/EUC Director
- Ensuring all line managers are measuring the individuals within their teams in accordance to the standards
- Monthly reporting of Service volumes/capacity utilization
- Process Adherence
- Agreeing single processes for key EUC Support activities with SOMs/EUC Director
- Implementation/monitoring of process adoption
- Major Incident Management
- Definition of a single Major Incident Management process for adoption by existing Team Sigma Services (where possible) and into new clients
- Part of the escalation Matrix for clients
- Building relationships across the Acora business, especially with other EUC Managers and SOMs, to ensure the adoption of single processes and knowledge sharing
- Play active role in the adoption of new Services into Team Sigma including resource planning and training in line with the agreed transition plan
- Overall responsibility for ticket management according to defined process and to agreed targets
- Attendance at monthly Service Review meetings as required
- Maintaining good communication and relationship with the client and Service Delivery team
- Monitoring and anticipate business trends and requirements, ensuring all Services have the necessary resources
- Contribute to the ongoing development of the Acora ServiceNow platform
Key Skills
- Good broad technical knowledge, particularly around desktop, laptop and mobile devices
- Clear leadership abilities and motivational skills to bring the best out of a small mixed-skilled team
- A clear understanding of what constitutes an excellent IT service and the ability to direct and influence resources in order to deliver it.
- Knowledge of ITIL principles, processes and structures
- An ability to shape and develop the service to ensure it continues to meet the needs of its users
- Excellent written and verbal communication skills, with stringent attention to detail
- Effective staff coaching and mentoring skills
Privacy Policy
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