Job Specification

Job Title: Service Desk Manager - ITIL
Job Reference: 7334
Job Location: Stoke on Trent, England
Salary: £28000 - £30000 per annum + Benefits
Sector: IT
Job Keywords: Service, Desk,, ITIL,, Change,, Problem, Management,, Escalation
Job Type: Permanent
Date Added: 13/05/2017

Job Details

Service Desk Manager - ITIL Do you possess proven and previous experience managing a Service Desk which supports external customers? Have you previously helped define the processes and standards and what a 'good' Service Desk looks like? Do you possess an ITIL certification and/or have worked in an ITIL environment? If this sounds like you and you need a change, please read on….. My client, a Software provider has an urgent need to hire a Service Desk Manager to be responsible for the day-to-day management of the Service Desk. This is a brand new position for the Support division with high visibility to the business, therefore my client needs a strong candidate who is comfortable reporting to Director level. Managing an onsite team of 1st line Service Desk Analysts and an offsite team of 2nd line Application Support Analysts, you will closely with the Head of Technical Support defining the process, standards, SLA's and KPI metrics you would expect in a World class Service Desk. At present, the company has a Service Desk set-up, but they are ripping this up and starting again, so its a great challenge for the right candidate to take on. Ideally you will be familiar with change/transformation, be comfortable implementing new ideas / process and be confident of delivering this for the business. You will possess experience being the escalation point for external customers and will have some basic technical understanding around Microsoft technologies, but please note this is not a technical position. My client needs a strong number two, someone they can rely on and trust and be able to deliver tasks without too much direction. If this sounds like you/your background, please get in touch for an initial exploratory discussion


Contact: Massimo Lagioia
Telephone: 0845 6000 965