This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.
Swanstaff Recruitment is an award winning agency working on behalf of its prestigious client in IT solutions service sector who is currently looking for an experienced Service Desk Manager . The role is full time, permanent and offering an excellent salary package.
The Role:
Reporting to the Head of Service Delivery, you will be responsible for the delivery of exceptional levels of service and support to both internal and external clients across an estate of 90+ sites and a range of different industry sectors. Your main duties will be to ensure the swift resolution of incidents and problems logged with the Service Desk, co-ordinating all appropriate resources to deliver support services in line with Service Level Agreements and managing client expectations through ITIL best practices.
Team Management
* Managing and directing the daily activities of the department. Planning, and managing functions concerning the Service Desk operational environment.
* Develop and grow the team : assess and justify training needs and business benefit.
* Managing each direct report including regular performance reviews, devising personal development plans, dealing with disciplinary issues, authorising absence, expenses and overtime; ensuring quality project/job delivery is maintained and regular team meetings are held.
Core Responsibilities
* Ownership and development of Remote Management and Monitoring System as well as other systems to automate, refine and improve the effectiveness of delivering support services to our clients.
* In conjunction with the Head of Service Delivery, define key measures and KPI?s to be maintained, as well as the structure for management information reports.
* Practicing and ensuring compliance with that of all the organisation's policies and procedures.
* Reviewing existing strengths and weaknesses and aggressively implementing new processes and procedures to address these.
* Development of ITIL best practices including Incident, Problem and Change Management.
* Conducting client facing meeting and presentations on service delivery.
* Managing department profit and loss along with budgetary planning.
* To build and develop upon the existing IT service desk environment and the Service Desk Team, to ensure Service Desk targets are achieved.
* Define, review, assess and implement SLA?s, processes and procedures, then managing those standards, achieving 90% overall customer satisfaction.
* Responsibility in ensuring that the Service Desk call management software is suitably developed in line with the business requirements.
What Experience, Skills and Attributes you will need to be successful?
* Experience in managing/supervising call centre/service desk activities is a MUST
* Ability to inspire and support teams and individuals.
* Good people and interpersonal skills to build effective relationships with all levels of professionals.
* Ability to plan well and prioritise work.
* Maintain calmness under pressure.
* Strong people skills and comfortable in picking up the phone and talking to customers
* Strong decision-making and communication skills.
* Ability to understand as well as grasp basic customer information.
* Ability to handle diverse people.
* Excellent communication, customer service, interpersonal, written and presentation skills.
* Good hands-on technical experience required (ideally have worked your way up from hands on technical).
* Experience/Qualifications in implementing best practice processes, specifically around ITIL and Prince2.
The key to success within this role is ensuring that you and the team work effectively to give a comprehensive, professional service to our clients. As a leader within this organisation, you will be expected to fully embrace our Vision, Mission and Values and lead from the front at all times.
Successful applicants will receive benefits package, including generous pension scheme, free car park and rewarding working environment.
Apply now or call Tom Kurczab in our Dartford branch!
Looking for a tool to help you with your job search?
Download the Swanstaff APP now for all our latest vacancies, career advice and more!
EMPOWERING PEOPLE WITH OPPORTUNITIES
Swanstaff Recruitment is an equal employment company.
Advertiser: Agency
Reference: DAR/SDM/1
Posted on: 2018-09-20 12:28:25
Send me Alert for jobs in:
Sidcup, Greater London
Email Address
Canterbury Christ Church University
£44,263 - £54,395 per annum
Recruitment Solutions South East Ltd
£25,000 + over time - up to £32,000
Leigh Academy Rainham
Actual salary £25,721 per annum (£29,904 full time equivalent)
This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.
Swanstaff Recruitment is an award winning agency working on behalf of its prestigious client in IT solutions service sector who is currently looking for an experienced Service Desk Manager . The role is full time, permanent and offering an excellent salary package.
The Role:
Reporting to the Head of Service Delivery, you will be responsible for the delivery of exceptional levels of service and support to both internal and external clients across an estate of 90+ sites and a range of different industry sectors. Your main duties will be to ensure the swift resolution of incidents and problems logged with the Service Desk, co-ordinating all appropriate resources to deliver support services in line with Service Level Agreements and managing client expectations through ITIL best practices.
Team Management
* Managing and directing the daily activities of the department. Planning, and managing functions concerning the Service Desk operational environment.
* Develop and grow the team : assess and justify training needs and business benefit.
* Managing each direct report including regular performance reviews, devising personal development plans, dealing with disciplinary issues, authorising absence, expenses and overtime; ensuring quality project/job delivery is maintained and regular team meetings are held.
Core Responsibilities
* Ownership and development of Remote Management and Monitoring System as well as other systems to automate, refine and improve the effectiveness of delivering support services to our clients.
* In conjunction with the Head of Service Delivery, define key measures and KPI?s to be maintained, as well as the structure for management information reports.
* Practicing and ensuring compliance with that of all the organisation's policies and procedures.
* Reviewing existing strengths and weaknesses and aggressively implementing new processes and procedures to address these.
* Development of ITIL best practices including Incident, Problem and Change Management.
* Conducting client facing meeting and presentations on service delivery.
* Managing department profit and loss along with budgetary planning.
* To build and develop upon the existing IT service desk environment and the Service Desk Team, to ensure Service Desk targets are achieved.
* Define, review, assess and implement SLA?s, processes and procedures, then managing those standards, achieving 90% overall customer satisfaction.
* Responsibility in ensuring that the Service Desk call management software is suitably developed in line with the business requirements.
What Experience, Skills and Attributes you will need to be successful?
* Experience in managing/supervising call centre/service desk activities is a MUST
* Ability to inspire and support teams and individuals.
* Good people and interpersonal skills to build effective relationships with all levels of professionals.
* Ability to plan well and prioritise work.
* Maintain calmness under pressure.
* Strong people skills and comfortable in picking up the phone and talking to customers
* Strong decision-making and communication skills.
* Ability to understand as well as grasp basic customer information.
* Ability to handle diverse people.
* Excellent communication, customer service, interpersonal, written and presentation skills.
* Good hands-on technical experience required (ideally have worked your way up from hands on technical).
* Experience/Qualifications in implementing best practice processes, specifically around ITIL and Prince2.
The key to success within this role is ensuring that you and the team work effectively to give a comprehensive, professional service to our clients. As a leader within this organisation, you will be expected to fully embrace our Vision, Mission and Values and lead from the front at all times.
Successful applicants will receive benefits package, including generous pension scheme, free car park and rewarding working environment.
Apply now or call Tom Kurczab in our Dartford branch!
Looking for a tool to help you with your job search?
Download the Swanstaff APP now for all our latest vacancies, career advice and more!
EMPOWERING PEOPLE WITH OPPORTUNITIES
Swanstaff Recruitment is an equal employment company.
Advertiser: Agency
Reference: DAR/SDM/1
Posted on: 2018-09-20 12:28:25
I want to receive the latest job alerts for:
jobs in Sidcup, Greater London
Canterbury Christ Church University
£44,263 - £54,395 per annum
Recruitment Solutions South East Ltd
£25,000 + over time - up to £32,000
Leigh Academy Rainham
Actual salary £25,721 per annum (£29,904 full time equivalent)