C9 Recruitment are recruiting on behalf of a global brand for a Service Desk Manager who will be responsible for managing the daily operations of the service desk. They will act as the Service Desk’s single-point-of-contact  for all IT areas, applications, and business processes and will help provide a focus on end-to-end service lifecycle support. Representing the team to other stakeholders and helping to ensure that the service desk is constantly developing and improving. As such, the manager will be tracking compliance with service level agreements (SLAs) and provide self-service capabilities for incidents and service requests as applicable.

Role and Responsibilities:

• Ensure operational procedures and practices are well defined, documented and consistently applied in line with industry best practice.
• Owning both Incident & Problem management
• Provide leadership and direction to the team, ensuring appropriate and robust process management and review frameworks are put in place and is followed.
• Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Monitor the interactions with the Service Desk to ensure courteous, timely, and effective resolution of end user issues
• Continually review and update request handling and escalation policies and procedures
• Track and analyse trends in Service Desk requests and generate statistical reports
• Monitor and measure both the performance and survey feedback for the ServiceDesk and highlight areas of concern or improvement opportunities
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Implement Customer Satisfaction review process and ensure that feedback is reviewed and responded to in all instances where low satisfaction is reported
• Support the Head of ICT Operations in embedding ITSM standards & policies across the organisation

Essential Skills and Experience:

• 2+ Years in a similar role at a large organisation (3000+ employees)
• Experience in transforming an IT Service Desk into a High Performing Team
• Experience in designing, implementing and continually improving processes
• Experience in Management Reporting
• Experience in working with ServiceNow
• Experience implementing NPS or CSAT
• ITIL Foundation v3 or v4