Regions
Location
  • City of London, London
Job types
  • Permanent
Industry
  • IT Services 
Salary

£55000 - £60000 per annum + bonus + benefits

Functions
  • Service Desk Manager
Seniority
  • Mid-level
Technologies
  • Microsoft Azure
Posted

3 weeks ago

Job reference

BBBH103136_1717575221

Benefits

bonus + benefits

Job Benefits: bonus + benefits

You’ll land in a global environment with footprint across 150 countries and be responsible for managing their UK Service Desk supporting 700 users. This is a modern, fast paced ServiceNow environment.

Salary: £55,000 – £60,000 + bonus + benefits.

Location: Liverpool Street, London (c. 4 days per week)

The Role:

  • Plan, organize, and coordinate the daily operations of the service desk team.
  • Monitor and report on the service desk performance metrics, such as ticket volume, resolution time, customer satisfaction, and service level compliance.
  • Establish and maintain the service desk policies, procedures, and standards.
  • Provide coaching, training, and feedback to the service desk staff.
  • Handle escalated and complex customer issues and complaints.
  • Identify and implement service desk improvements and best practices.
  • Documentation of all Service Desk procedures, building out the knowledge base for the team to assist with 1st time resolution targets.

Experience Required:

  • Adaptability and flexibility in a fast-paced environment.
  • Leadership experience.
  • Knowledge of Microsoft Products.
  • Knowledge of Active Directory.
  • ITIL knowledge and ServiceNow
  • Travel to all other offices will be required.

Sound interesting? Please do get in touch for further detail.

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