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Service Desk Manager

  • Job reference: DMan
  • Location: Essex
  • Job type: Temporary
  • Area of Expertise: IT
Closes in:
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Job description: Service Care Solutions are recruiting for a IT Service Desk Manager to work within the NHS in Essex on a temp agency contract.

This role will be remote working however; you will need to travel to the base a number of times each month.

Monday to Friday 9-5

£24.04 PAYE an hour. (paid via an umbrella company)

The job role will be to manage and control the service desk and enable and empower the team to achieve their operational and business objectives whilst adhering to operational budgets. You are expected to highlight areas for potential cost savings and for increasing profitability whilst building the profile and standing of the service desk operation.

You will a Service Desk Manager who can demonstrate Service Desk Excellence in the provision of:-
*Previous experience as a Service Desk Manager in an IT department with experience of managing business relationships and ITIL processes
*Strong leadership skills and have the ability to implement structure and change
*Previous experience in the ability to motivate and manage a team effectively
*Excellent knowledge of Windows Desktop, Active Directory, DNS, Networks and Group Policy.
*Experience in using an IT Service Management system to manage, allocate and monitor support tickets
*Be able to troubleshoot a multitude of hardware and software problems and to learn/adapt to new technologies
*
KEY RESPONSIBILITIES
*Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function
*Take direct responsibility for Team Leader, advise and mentor as required
*Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives
*To maintain and project a professional image on behalf of the Trust being courteous at all times
*Business awareness; display a working understanding of the trust and an appreciation of the business applications
*Drive the service desk team and instil a customer service culture that over delivers
*Manage conflict and mediation both inside the team and between teams/services
*Provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions
*Conduct regular service review meetings with the business and customers
*The post holder will be responsible for assisting the Head of Service Delivery and Customer Service to achieve the KPI's and SLA's as defined for the department.
*Producing service performance reports

If this role sounds of interest please send a CV to andrew.wiles@servicecare.org.uk