Service Desk Manager Helpdesk Manager ServiceDesk Manager SDM £35k+ Berkshire
Posted 5 hours 6 minutes ago by TELSTRA Associates
Service Desk Manager Helpdesk Manager ServiceDesk Manager SDM £35k+ Berkshire on site
Looking for a strong Service Desk Manager Helpdesk Manager ServiceDesk Manager SDM to work for an exciting client in Berkshire, the Service Desk Manager SDM will be working on site.
The Service Desk Manager SDM responsibilities will involve but not be limited to:
Working directly for the Service Director maintaining and monitoring project schedules
Day to day management and responsibility of service desk including a team of Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations.
Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams
Participate as a Major Incident Manager process (MIM) for P1/P2 incidents.
Tracks ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place
Onboard news services onto the service desk ensuring the appropriate training for staff and process are put in place
Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to
Continual service level improvement of process and procedure; ensuring documentation of all work and processes
Act as the liaison for tracking, communicating and managing any temporary changes to service levels