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Service Desk Manager

  • Location:

    Colchester

  • Sector:

    IT Architecture & Strategy

  • Job type:

    Permanent

  • Job functions:

    Service Desk Manager, IT Service Management

  • Salary:

    £65000 - £90000 per annum + + Benefits + Bonus

  • Contact:

    Kieran Daly

  • Contact email:

    kieran.daly@lafosse.com

  • Job ref:

    KD87383_1673634892

  • Published:

    21 days ago

  • Expiry date:

    2023-02-24

  • Startdate:

    ASAP

La Fosse is currently working with an international Law firm to help source a Service Desk Manager to be responsible for a 24/7 international service desk.

The IT Service Desk Manager designs and implements global strategy for the IT Service Desk. You will manage a team of IT Support Team Leaders and IT analysts in support of a global customer base who access a sophisticated technical environment from either within an office or remotely.

The role is key in ensuring that our delivered IT solutions are supported 24/7 with a 'higher than industry standard' first time fix rate, minimal user call wait time and driving a shift left approach to support.

Location: Colchester - 2 - 3 days in the office

Salary: £65,000 - £90,000 + bonus + benefits.

Your role as a Service Desk Manager

  • Provide effective and efficient desk staffing through relationship management with managed service and recruitment agencies.

  • Provide a primary point of IT Support for all (first and second line) remotely fixable IT issues. Providing either workaround, fix, management or technical escalation as appropriate.

  • Product ownership of ask.IT online, IT Service Portal. Driving a shift lead, digital first approach to support.

  • Attend Change Action Board, Service forum (and other appropriate governance meetings) to provide input, approval and recommendations from a service desk perspective.

  • Provide support to projects through the Support and Transition process ensuring that the appropriate documentation is available, and the support work flow path is clearly communicated.

  • Third party vendor relationship management.

To be successful as a Service Desk Manager

  • Excellent analytical ability

  • 5 Years IT Service Desk experience

  • Understands SLAs and KPI's

  • Experience of supplier management

  • Experience using ServiceNow

  • Maturing Digital support channels, Chat, Chatbot, Service Portal.

Sound interesting? Please do apply directly for a confidential discussion.