Job details
Due to a long service leave position, our client, a reputable and socially focussed business has a unique opportunity for an experienced Service Desk Manager to lead their team.
This will be a dynamic leadership role that will oversee the continuous service improvement of the IT Service Desk, as well as being involved in the trenches ensuring deployed solutions are supported in line with the businesses SLAs.
The successful candidate will show strong leadership, coaching and mentoring skills to achieve seamless outcomes across the wider business.
The Service Desk Manager will work with senior management to establish, implement and manage quality standards and performance metrics for Service Desk Operations, and will ensure that the Service Desk has the appropriate resources in order to meet both the business and client expectations.
Skills & Experience
To be successsful in this role you will need to demonstrate:
- Strong understanding of ITIL and Service Management
- Experience in a similar role
- Commercial understandings of SLAs and performance standards and consequences
- Effective team management experience
- The ability to take ownership and assume accountability
- High level interpersonal skills with the proven ability to negotiate, consult, build rapport and liaise with the business, technical vendors, and customers.
- Be a hands on leader