Service Desk Manager Helpdesk Manager ServiceDesk Manager SDM £35k+ Berkshire

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