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Service desk manager | Gloucester| 54,000
Your new role
- You will act as a single point of contact for customers and users.
- Manage service requests within the agreed SLAs
- Raise all incident tickets to the service management toolset and speak with relevant teams to ensure proper service.
- Work with 3rd party suppliers.
- Perform troubleshooting and incident resolution
- Escalate incidents and service requests.
- Provide leadership to the team and guidance where needed
- Follow ITIL processes.
What you'll need to succeed
- Experience managing or leading a team.
- Customer service experience and experience working in a fast-paced environment.
- Experience with MS Windows, Citrix, Unix, Telephony, Networking.
- Certification or awareness of ITIL V3.
- Experience with Service-now, end-user computing and productivity experience.
- Understanding of IT infrastructure and desktop support.
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