Service Desk Manager – (Service Desk, Management, SLA’s, O365, Hands On, Stakeholder Management, KPI’s, ITIL) – Permanent – Northampton

Charles Simon Associates are looking to recruit a Service Desk Manager on a permanent basis for our prestigious client based in Northampton.

This is an opportunity to work for a fast growing business who are quickly becoming leaders in their field. Some travel will be required.

Location: Northampton

Salary: Up to £40,000 per annum

The Skills/Requirements for the Service Desk Manager are:

• Previous experience managing teams, ideally up to 5/6 people
• Setting up and enforcing fresh SLA’s and KPI’s within the team
• Providing hands on escalation support for the team if needed
• Experience of driving improvements within both the KPI’s/SLA’s and the ability of the Engineers
• Getting involved in delivering ITIL is highly desirable

Start date is ASAP for the Service Desk Manager

The Service Desk Manager will be responsible for:

• Reviewing the current IT Services in line with the current SLA’s, in addition to creating new SLA’s and KPI’s moving forwards
• Supporting the rest of the IT business where needed in planning, designing and deploying IT systems
• Developing and providing metrics, reports and analysis to track KPIs\SLAs
• Work with the Service Desk Team Leaders to explore trends and recurring issues to find ways to look at a continual improvement to service provision.
• Acting as the escalation point for the Senior Analysts and Team Leaders when needed
• Overseeing the management of the hardware database and inventories.
• Developing relationships with key stakeholders to support continual improvement of service across the business.
• Ensuring continued development of the Service Desk Team via motivation, job satisfaction and career progression.
• Carrying out performance reviews and 121’s for the Service Desk Team Leaders and Service Desk Seniors and assist with training plans and areas for development.

Please send an up-to-date copy of your CV to be considered for the Service Desk Manager

Service Desk Manager – (Service Desk, Management, SLA’s, O365, Hands On, Stakeholder Management, KPI’s, ITIL) – Permanent – Northampton