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.
