Service Desk Manager in Hounslow

We have an exciting opportunity for a hybrid Service Desk Manager. This is to join our client on a full-time basis in Hounslow.

This role is located in Ashford, Middlesex.
The hours are 9.00 am to 5.30 pm, Mondays to Fridays.
This role is hybrid, so you will spend Tuesday to Thursday in the office. You will work Mondays and Fridays from home.
Where needed by the business, you may be required to work outside these hours and days.

This position will suit a people orientated professional. You will be passionate about driving the highest quality service delivery. You will have a good understanding of the concept of building cohesive teams, and the importance of training, developing, and coaching support teams. Also, you will understand service desk-specific SLAs and KPIs within the ITIL framework that drives the results.

Apply for this Service Desk Manager role today.

You will be responsible for:

Firstly, manage a technical service desk team supporting applications for the international freight supply chain. This includes communication and integration between freight forwarders, business partners, community, and government systems.
Drive customer service culture. Apply ITIL best practices across the department.
Finally, promote and facilitate continuous learning and drive through performance and improvements.

Operations:

Firstly, lead in planning, implementation, and production support.
Coordinate end-user-client relationships. Also, respond to both critical and routine application support requests.
Assess and evolve service desk KPIs and SLAs. Ensure effective operational practices between support teams.
Also, be the escalation point for client queries. Review and rectify issues, and liaise with stakeholders to provide solutions.
Ensure that all service desk articles and processes are consistently documented, audited, and improved.
Inform and advise senior management on service desk performance.
Finally, provide ITSM system reports when required and attend leadership meetings.

Skills you will need to have:

Firstly, be ITIL 4 Foundation Certified.
5 years of leadership experience as a Service Desk Manager.
Experience in incident management processes as well as all related activities.
Have a working knowledge of service desk changes and improvements. This includes ones that relate to ITSM tooling.
Skills in acting as the main point of contact for senior stakeholders. This includes during major incidents.
Experience in managing and leading service desk teams. This includes 1st Line, 2nd Line, and 3rd Line support.
Strong communication skills, both verbal and written.
Practical experience in continuous service improvement.
Proven ability to lead staff, both office-based and remote.
Strong reporting and analysis skills.
Ability to work well in challenging situations.
Finally, proven decision making skills and good judgment.

If are looking for a new Service Desk Manager role, why not apply today?

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Also, find out more about the skills you need for a switch to an IT job. Take a look at our blog about making the switch to an IT Career.