Service Desk Manager
Hydrogen Group
London, England ,UK
2d ago

Service Desk Manager

Salary : £45,000 to £50,000 +benefits

Location : White City, London

Team : Corporate IT Services

Reports to : Corporate IT Services Manager

My client, an online luxury fashion retailer has technology at the heart of its business and is the driving force behind its success.

Their in-house technology team allows The Group to give customers and brand partners the best possible experience across content and commerce, and to continually innovate and lead the online luxury industry.

Role Purpose

As the Service Desk Manager, you will be responsible for the delivery of the Service Desk, providing a single point of contact to handle queries, incidents, requests and events and ensuring that service levels are achieved and maintained within company support policies and procedures.

You will also closely monitor & track Service Desk performance levels to ensure support resources are focused and prioritised.

Key Duties and Responsibilities

  • Efficient handling of Service Desk tickets ensuring tasks are kept up to date and that support issues are resolved within SLA
  • Accurate documentation of all work and ensure measures are in place to allow others to pick up support of service desk systems
  • Adhere to ITIL best practices for incident, change, problem, configuration and knowledge management
  • Provide leadership, line management, support and guidance for all Service Desk analysts
  • Ensure staffing levels on the desk are maintained and shifts are always covered through management of shift rota
  • Undertake regular 1 to 1 meetings to provide feedback on job role performance, development opportunities and objective setting
  • Build the team’s knowledge of the business areas, encouraging and facilitating interaction
  • Encourage and build the innovation capacity of the team by elaborating ideas into proposals allowing the business to understand the cost / benefit
  • Effectively influence and communicate with both technical and business stakeholders adapting your style to best engage your audience
  • Effectively communicate upwards ensuring IT management is aware of progress, escalating issues which affect the wider domain or business objectives
  • Technical Skills and Experience (essential)

  • Proven track record of managing 10+ Service Desk analysts in a follow the sun support model
  • Experience of IT service management systems
  • Extensive ITIL experience including current ITIL certifications
  • Experience of desktop and server operating systems including knowledge of computer hardware, software and services
  • Working knowledge of a range of diagnostic tools and skills
  • Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
  • Exceptional working knowledge of a service orientated Service Desk
  • Comprehensive staff management experience including performance management
  • If you have the requirement skills and experience and are able to fulfil the responsibilities of the role please get in touch for more information.

    LI-CT3 #LI-96

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