Service Desk Manager

La Fosse are currently partnered with a leading Financial Services client who are looking to recruit a Service Desk Manager into their team, on a permanent basis.

The salary on offer for this role is £60,000-£65,000 depending on experience and it’ll be 50/50 between office and home working. The client’s two main offices are in London and Surrey, and there would be an expectation to attend both offices as much as possible. If there was a need for the right candidate to attend London a little bit more than Reigate, that would also work.

There is also a bonus attached to this role, up to 30%, plus a competitive benefits package.

This role will support service improvements across the tools, processes and policies within the department. You will support the analysis, identification, prioritisation and implementation of improvements and efficiencies, as well as ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes and determining costs and benefits of new approaches that maybe needed.

Key Role Responsibilities:

• Lead and line manage a team of IT service engineers, covering 1st and 2nd line
• Carrying out one to ones, appraisals, setting and monitoring performance goals for the service desk team, and providing training and development opportunities
• Act as an escalation point for the service desk team and for our internal user base
• Manage, monitor and report on all tickets coming into the Technology division
• Manage priority 1 and priority 2 incidents through to resolution, including co-ordinating an incident team, capturing root cause analysis and keeping stakeholders updated and informed through communications
• Monitor and report on service performance against agreed service level agreements (SLAs)
• Monitor and report on customer satisfaction feedback and survey scores and act on feedback through continuous improvement to service delivery
• Ensure the knowledge base within Service Now is maintained and report on improvements to self-service resolution