Service Desk Manager - Leicester - £30,000 to £35,000
An exciting opportunity has come up during a period of significant change and transformation within the IT Department.
As Service Desk Manager you will have responsibility to manage the overall performance of the Service Desk, handling 1st line support and calls of a technical nature. You will be required to assess and improve the teams capability and capacity and build appropriate SLAs and KPIs that will drive the right team and individual behaviours.
The successful candidate must have a minimum of 12 months experience managing an IT Service Desk, and ideally be ITIL Foundation certified, preferably Version 3 (v3). Experience working within an ITIL environment will be essential.
You will need to demonstrate previous experience of building and defining a Service Desk function, with all relevant metrics, and be adaptable and flexible to the changing needs of the department. As they are going through change this is an important characteristic of the individual.
You will manage a team of up to 12, though this has the potential to increase at short notice. You will need an understanding of Incident Management to handle some of the requirements as they come, though overall Incident Management operations would be managed elsewhere. The role will require full man-management experience, including recruitment, appraisals, disciplinary and development.
The business is going through change including reorganisation and insourcing of Service Delivery.![]()
An exciting opportunity has come up during a period of significant change and transformation within the IT Department.
As Service Desk Manager you will have responsibility to manage the overall performance of the Service Desk, handling 1st line support and calls of a technical nature. You will be required to assess and improve the teams capability and capacity and build appropriate SLAs and KPIs that will drive the right team and individual behaviours.
The successful candidate must have a minimum of 12 months experience managing an IT Service Desk, and ideally be ITIL Foundation certified, preferably Version 3 (v3). Experience working within an ITIL environment will be essential.
You will need to demonstrate previous experience of building and defining a Service Desk function, with all relevant metrics, and be adaptable and flexible to the changing needs of the department. As they are going through change this is an important characteristic of the individual.
You will manage a team of up to 12, though this has the potential to increase at short notice. You will need an understanding of Incident Management to handle some of the requirements as they come, though overall Incident Management operations would be managed elsewhere. The role will require full man-management experience, including recruitment, appraisals, disciplinary and development.
The business is going through change including reorganisation and insourcing of Service Delivery.