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IT Service Desk Manager (Global Retail)

  • Job reference: 34022
  • Location: Bracknell
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £45000 - £55000 per annum + benefits

Position: IT Service Desk Manager (Global Retail)

Location: Bracknell

Salary: £45,000-£55,000 plus benefits

I'm currently working with a multinational beauty retailer, who are actively seeking a Service Desk Manager.

The Service Desk Manager will lead a team, that provides the first line of technical support to the business; including Head Office, Retail Stores and Distribution Centres.

The Service Desk Manager is a new role that will sit within a newly formed shared services function for the group omnichannel retail businesses that operate throughout Europe.

Primary Accountabilities:

  • Staff management of the Service Desk team, ensuring that all reviews, training and other admin duties are carried out
  • Monitor incidents, requests, problems and change to ensure they are progressed within SLAs, and escalate as required
  • Produce management reports and statistics demonstrating delivery against agreed KPI's and SLA's
  • Define, change and agree SLA's/KPI's/OLA's with direct manager and the business as necessary
  • Provide Service Desk process development improvements including documentation and training
  • Monitor and report on customer satisfaction via surveys and user feedback
  • Drive processes and documentation to meet SOX and/or PCI compliance
  • Ensure all team members are suitably trained both in technical skills and ITIL processes
  • This role will require working with other IT teams to facilitate the collaborative ways of working that are necessary for it to effectively deliver on its overall commitments to the business, especially with regards to IT Service Management.
  • Monitor IT services in a proactive way to minimise the occurrence of service outage
  • Drive and innovate the service delivery experience within the business including, but not limited to self-service, end-user training, and ServiceNow
  • Provide third-party supplier management where necessary including, but not limited to mobile phone providers, network providers and third-party support providers, for required internal processes

To find out more please contact chris.byrne@lafosse.com on 0207 932 1672.

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