Service Desk Operations Manager
5 days ago
Service Desk Lead
**Job Summary:**
We are seeking an experienced Service Desk Lead to join our Infrastructure team. As a key member of our IT department, you will be responsible for driving process improvement and ensuring the Service Desk function provides a proactive, efficient, and mature service to the organisation.
**Key Responsibilities:**
* Run the front line service desk function, ensuring it provides a proactive, efficient, and mature service to the organisation, meeting agreed SLAs on services.
* Take ownership of Manage Engine Service Desk Plus (SDP) and champion the use of ITIL best practice, ensuring all IT support queries are logged in SDP and resolved according to agreed SLAs.
* Work closely with the wider IT function and business to ensure issues are escalated appropriately and tickets/users are kept up-to-date on progress.
* Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process and uncontrolled/unauthorised changes are not carried out.
* Meet the operational requirements of our Information Security Management System, proactively engaging in internal and external audit programmes and ensuring remediation activities are completed in a timely manner.
* Identify opportunities for continuous service improvement and their implementation, including recognising the potential for amendment to existing ITSM processes, updates to the SDP configuration and workflows, and reporting.
* Prepare management reports on ITSM performance.
**Requirements:**
* Experience of IT Service Management in a 24/7/365 environment, ideally with a demonstration of career progression.
* A good understanding and experience of the execution of ITIL processes, including Incident and Problem Management, Change Management, Asset Management, Configuration Management, and Continual Service Improvement (CSI).
* Demonstrable leadership skills, including commitment, highly organised, owning problems (and solutions), people leadership.
* Accreditation at ITIL Foundation expected as a minimum; higher is a bonus.
* Customer centric and empathetic self-starter with maturity and confidence, excellent communication skills to engage different stakeholder groups across the organisation.
* Familiarity with terminology and support of the following technologies is an advantage:
* Microsoft Office applications, both desktop and M365 deployed.
* Mobile devices, desktops, and laptop estates.
* Azure, AWS, private cloud, and on-premise server deployments.
* IIS/.Net, SQL Server, and ORACLE SaaS and client/server applications.
**What We Offer:**
* Salary up to £52,000 plus bonus and benefits.
**About Us:**
We are a highly successful and rapidly growing tech business based in Kingston, Surrey.
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