You will develop and expand the service desk. Defining and driving SLAs within the system and allocating tasks to the support engineers. As a people manager you will complete skills and training assessments for your team to ensure they have the requisite skills to complete the issues / tasks that they are assigned.
Reporting and identifying process improvements along with in-depth analysis of repeat incidents to identify root cause of repeat issues
Salary: up to £45,000 + £2k on-call allowance
Location: York (Hybrid)
Your role as Helpdesk Manager
Manage and support the service desk. Ticket allocation, chasing and reviewing.
Be a key escalation point for operational issues (requests, problems, issues, incidents etc)
Assist in building a Service Desk strategy providing ideas to develop the Service Desk including understanding how to scale the desk effectively as the business grows through intelligent analysis of tickets and automation of key tasks
Develop and continue to maintain an effective set of KPIs and SLAs for overall service desk support
Provide monthly reports and analyse the data for trends etc
Work effectively and collaboratively with business heads to understand how to support overal business goals as effectively as possible
Coaching and mentoring the team
Identify and be a key driver for service improvements.
Collaborate with and supporting other Technology functions to ensure new systems, update and project deployments are effectively transitioned into the Service Desk for future support.
Monitoring 3rd party suppliers to ensure they are operating within agreed SLA's
Sound interesting? Please do apply for more details.
Every applicant will be responded to.