Service desk manager

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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