Are you an experienced IT Service Desk Manager?

Do you strive within fast-paced environments and helping the continuous growth of a company?

If you answered yes to both of those questions, this may be the ideal role for you! 

You will be responsible for managing a Service Desk team supporting over 1,200 employees. The systems you will be supporting include internal business systems and client third-party systems. We have very tight SLAs with our clients which require our systems to be operationally available 24/7 days a week. You will understand business objectives and how IT plays its part in those, delivering all IT components required. You will need to agree KPIs for the team and support/develop the team to perform at their best.

• Leading and managing the service desk team in accordance with service levels and hours of coverage required by clients
• Build capability within the team to ensure client coverage and peak times are managed
• Understand business and service desk metrics to identify insights and develop strategies to improve and gain efficiencies across all team
• Improve the IT ticketing system to drive performance against SLAs and business insights
• Identify business needs, for both current and future IT requirements and scale the service desk to meet needs of the business.
• Provide, monitor and manage KPIs with the service desk to achieve service excellence.
• Proactively manage large volume onboarding of employees.
• Manage the onboarding of new clients and their systems to ensure they fit seamlessly alongside existing systems
• Build and maintain an asset register so the business has an accurate picture of hardware and software asset allocated across the business at employee level
• Ensure employees leaving the business are processed accurately and timely
• Act as the escalation point for all high priority requests and incidents so they are managed promptly and ensure effective root-cause analysis is undertaken and documented.
• Manage the full lifecycle of Service Desk operations, incidents, and problems. Co-ordinate urgent and complex support issues.
• Communicate effectively with the business on outages and remediation plans. Build formal templates and professional media to communicate with the business.
• Develop effective career progression opportunities, build training plans and provide coaching and mentoring of the service desk as needed.
• Complete tickets through our helpdesk in line with business requirements and SLA’s
  

• Higher/further educational qualification or the equivalent
  

• Excellent IT skills
• Good problem-solving skills
• Strong communication and interpersonal skills
• Good working knowledge of technologies their operation and procedures
• Ability to be hands on and assist with customer enquiries and lead by example.
• Effective coach capable of developing talent and getting the best from people
• Ability to adapt to changing business needs and strategies
• Self-motivated with a ‘can do’ mentality.
• Creative and innovative approach to problem-solving
  

We Offer: In return for your hard work, you will receive a great deal of recognition, but we also offer several tangible benefits such as:

• The opportunity to gain further qualifications through external training.
• Excellent career progression and training opportunities
• An active social committee (in "normal" times - recently this has been online)
• Employee pension
• A great working environment with a fantastic team of people
• Remote working with occasional travel 
  

Hours: 40 hours Monday to Friday, some flexibility required

Disability in the Workplace:

Please note, go-centric are a certified Disability Confident employer, and subscribe to the guidance in the Two Ticks Scheme.

Under the Equality Act 2010 we, as the employer, are legally obligated to interview anyone with a disability that meets the minimum criteria for the post, offering any reasonable adjustments that may be required to complete the recruitment process and/ or the role itself.

For more information regarding this please visit: www.direct.gov.uk/en/DisabledPeople/Employmentsupport/LookingForWork/DG_4000314 To disclose any information regarding a disability that requires additional support during the recruitment journey, i.e. Job Descriptions in large print, please contact the Recruitment Department by emailing us or by calling 0333 014 4401.