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Service Desk Manager

Lorien
Posted 3 days ago, valid for a day
Location

Leeds, West Yorkshire LS14 1DZ

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • We are seeking a Service Desk Manager with experience in leading and managing an outsourced Service Desk provider.
  • This is a 6-month contract role located in Leeds with a hybrid work model requiring 2 days onsite per week.
  • The ideal candidate should have proficiency in ITIL best practices and experience with BMC Helix or similar ITSM platforms.
  • The role offers a salary of £450 to £500 per day, and candidates should have a proven track record in managing service desk performance and customer satisfaction.
  • Candidates must demonstrate strong analytical skills to monitor performance metrics and identify areas for continuous improvement.

Looking for a Service Desk Manager who can manage an outsourced Service Desk provider and has experience leading a Service Desk.Duration - 6 monthsContract role - inside IR35 (via umbrella)Location - Leeds, hybrid - 2 days onsite per weekJOB PURPOSEThe Service Desk Manager will manage an outsourced IT Service Desk provider to evolve current performance to a point of service stability, ensuring service is aligned to ITIL best practice and meets the defined Service Level Agreements and Key Performance Indicators. RESPONSIBILITIESManage Service Desk Performance & Continuous ImprovementMonitor performance of the outsourced Service Desk, using reporting and analytics to track key metrics, interrogate the data to understand patterns and trends, and identify areas of improvement. Manage Service Desk SLAs and KPIs, and track and report on improvement initiatives week-to-week.Improving Customer Satisfaction Collaborate with the MSP Service Desk Leadership and QA function to monitor customer satisfaction rates, understand areas of improvement, and continually evolve the service - tracking actions and outcomes of action taken alongside the provider. Address any escalations or complaints promptly. IT Service Desk ReportingProvide Service Desk reporting on request and update on continuous improvement and action plans. The Service Desk Manager will regularly inform and advise the Service Management Community, key stakeholders, and Service Management leadership about service desk issues, concerns, and opportunities for improvement.Provider Relationship ManagementAct as a bridge between our client and the outsourced Service Desk team at a day-to-day operational level, ensuring prompt responses, and effective communication and collaboration between our client, the Service Desk and other resolver groups. Service Transition & ChangeEnsure the service desk is aware of and represented on all initiatives or changes that impact service, allowing the team to provide high quality customer support for all IT services. Knowledge ManagementThe service desk manager plays a role alongside the Knowledge Manager to ensure that knowledge is captured, stored, and made available to the service desk team and end users. Alignment to Strategic ObjectivesWork with the Service Desk to ensure that the continuous improvement agenda aligns to strategic goals, including shift-left, increase in first-line fix, end-to-end incident management and so on.PERSONAL PROFILEProficiency in ITIL best practice.Experience managing an outsourced Service Desk provider.Experience leading a Service Desk.Experience with BMC Helix or similar ITSM platforms, including use of dashboards and reporting.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

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In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.