ICT Service Desk Manager

Fantastic opportunity for an ICT Service Desk Manager in Gloucester.
Hybrid working

About Our Client

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.

Job 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.

The Successful Applicant

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.