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We are seeking a diligent and knowledgeable ICT Service Desk Manager to lead a team in delivering exceptional IT support within the public sector and government industry, based in Gloucester.
Client Details
This opportunity is with a Enterprise organisation in the public sector and government that plays a critical role in maintaining public safety and order. They are known for their strong commitment to quality and service, and they operate from their office in Gloucester.
Description
- Team Leadership: Lead and manage the Service Desk Team, providing guidance, support, mentorship, development, and training to ensure the delivery of high-quality service and customer satisfaction.
- Operations Management: Oversee the day-to-day operations of the Service Desk, ensuring that incidents and requests are managed in a timely manner, with a focus on actively managing Priority 1 tickets.
- Performance Monitoring: Monitor and review service desk and service delivery performance, reporting on a weekly, monthly, and quarterly basis or as required by senior management.
- Documentation and Processes: Develop and maintain Service Desk documentation, processes, and procedures, ensuring they are followed consistently.
- Financial Management: Work with ICT management to manage financial costs effectively.
- Service Improvement: Monitor feedback and suggest service improvement plans to enhance service delivery.
- Technical Support: Provide technical support to the Service Desk team and liaise with both in-house and 3rd party support technicians.
- Service Transition: Work with Project and internal IT teams to enable service transition and upskilling of service desk resources.
- On-Call Management: Manage the out of hours Triage On-Call team, providing 24/7 support.
Profile
- Proven track record in managing a Service desk team for an enterprise environment.
- ITIL & Agile Frameworks
- Service Level Metrics: Experience in defining and reporting Service Level Metrics (SLAs, KPIs).
- Communication Skills: Strong communication skills throughout the organisation, up to senior levels, and at the right level for both skilled and non-skilled personnel.
- Process Mapping: Proven ability to create and embed processes effectively. For example incident management and joiners, movers and leavers processes.
- Technical Understanding: Strong technical understanding of first and second line Microsoft Windows environment and non-specific application support.
- Management Skills: Demonstrably strong people management skills.
Job Offer
- A competitive salary around £50,000 - £55,000 per annum.
- A generous benefits package, including pension (20%+) and healthcare
- A supportive and collaborative work environment
- Opportunities for professional growth and development
- The chance to make a significant impact in the public sector
