ITIL Service Desk Manager - Bristol - £40,000

Bristol  ‐ Onsite
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Description

ITIL Service Desk Manager - Bristol - £40,000

Computer Futures are working with a key client seeking an experienced IT Service Desk Manager to join their Bristol office.

As the successful IT Service Desk Manager you will be able to demonstrate the following:
  • Experience of a similar customer facing support management role.
  • Excellent communication and interpersonal skills to build rapport with key stakeholders and to understand their requirements and to meet their support needs.
  • Strong planning & organisational skills with a good level of attention to detail.
  • Results oriented and passionate about delivering exceptional service.
  • Excellent report writing & numerical analysis skills
  • Excellent understanding of technical inter-dependencies between the "end user" device and the underpinning infrastructure.
  • Experience of supporting a mixture of fat and thin desktop client environments.
  • High level of familiarity with ITIL processes.
  • Experience configuring/developing processes within IT Service Management software.
  • Excellent configuration/troubleshooting, analytical and diagnostic skills.


In order to be successful, you will need to demonstrate previous experience of the following:
  • All internal client facing 1st/2nd line support, ensuring that service levels and KPI's are achieved and customer expectations are met or exceeded.
  • Handling incident and problem escalation ensuring that all issues are dealt with and escalated to the appropriate team efficiently.
  • Development of the IT Service Desk team, ensuring that appropriate training plans are in place for new joiners as well as the ongoing development of all team members.
  • Ownership and development of all Service Desk related process, policy and procedure documentation (including, but not limited to, Incident Management, Joiners, Leavers and Transfers).
  • Monthly and ad-hoc reporting to show performance against SLA and KPI's, ensuring exceptions are highlighted and managed appropriately.
  • Building relationships with key internal contacts and third party suppliers to ensure adherence to agreed service level agreements.
  • Performance reviews, supervision meetings and team meetings and ensuring appropriate delegation of responsibilities across the IT Service Desk team.
  • Ensuring that technical expertise is appropriately distributed across the IT Service Desk team and at all times a high level of service is being maintained to our internal clients.
  • Ownership of ITSM toolset configuration championing best practice in ticket management.
  • Representation of the IT Service Desk at project meetings as required.
  • Assisting with the active development and management of the IT Support Representative role.
  • Deputising for the IT Client Services Manager as required


If you feel you are suitable for this position and have the neccessary experience, please email an up to date CV to Haseeb Ahmed immediately!
Start date
10/2014
From
Computer Futures
Published at
20.02.2015
Project ID:
854764
Contract type
Permanent
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