Service Desk Manager

Opus Recruitment Solutions Ltd

Posted 15 hours ago, valid for 14 days

London, Greater London EC1R 0WX

Full Time

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Sonic Summary

An urgent requirement is open for a Service Desk Manager with a salary of £50,000 to £60,000, seeking candidates with 5+ years of experience in a similar role.
The successful candidate will lead a team responsible for first- and second-line technical support, ensuring effective support of IT services and contributing technical insights to project teams.
Key responsibilities include managing incidents and service requests, optimizing incident management systems, and preparing monthly reporting packs with insights and trend analysis.
The role also involves maintaining compliance with regulatory requirements and driving accountability among service owners regarding incident responsibilities.
Benefits include 25 days of leave, a learning and development budget, hybrid working options, pension contributions, and various wellbeing perks.

Important - Urgent requirement only considering applications with 4 weeks notice or less. As the Service Desk Manager, you will lead a team responsible for delivering first- and second-line technical support. Your role includes ensuring the team supports existing and emerging IT services effectively while providing technical input to project teams. You will also drive the professional development of the support team to prepare them for current challenges and future projects, as well as monitor and manage service desk performance and Service Level Agreements (SLAs). Tech:

Azure
Office 365
ITIL certification

Service Desk Management:

Daily oversight of the Service Desk team.
Manage incidents and service requests through their full lifecycle.
Conduct first-line investigation and diagnosis for all incidents and service requests.
Ensure incidents are correctly assigned, prioritized, and the backlog is effectively managed.

Incident Management:

Optimise, automate, maintain, and report on incident management systems and processes.
Ensure clear and consistent communication, leveraging automation where possible.
Prepare a monthly incident reporting pack, including insights, data, trend analysis, and executive summaries.
Lead monthly incident management forums, retrospectives, and lessons learned sessions.

Governance and Compliance:

Maintain up-to-date documentation for the Incident Management Process and relevant policies.
Ensure all systems comply with regulatory requirements and are auditable.
Drive business awareness and accountability among service owners regarding incident responsibilities.

What’s in it for you?

25 days + Bank
L&D budget to enhance your professional and personal skills
Hybrid working
Pension
Flexi benefits – health care, perks, tech
Wellbeing benefits

Process: 1st stage - 30 minute cultural interview - Video 2nd stage - 1 hour - presentation and deep dive - Video

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