Service Desk Manager

An exciting opportunity has opened for a Service Desk Manager in Derby

Service Desk Manager vacancy in large public sector organisation
GBP32,000-GBP40,966 per annum, 30 days annual leave, hybrid working, generous pension and other benefits

Hays Technology are working in partnership with a large public sector organisation in Derby to recruit a Service Desk Manager on a permanent basis.

Our client is seeking a successful candidate to lead a team of seven IT Service Centre Analysts ensuring a best in class service, meeting agreed service levels and performance targets.

You will be primarily responsible for the delivery of a professional, high-performing Service Centre, including managing multiple interfaces for customers to engage with IT across the whole of the business, implementing a culture of continuous service improvement and ensuring excellent 1st line support is provided (phone, email and walk ins) to all staff and customers throughout the organisation.

You will also ensure analytics, monitoring and reporting of the front line service to influence and drive forward the efficiency, reliability and quality of the systems to maximise value and minimise risk as well as devise, develop and execute short and medium term plans to assure the quality of service is consistent.

In order to apply, you must have the following skills and experience:

. Experience of a senior level of technical responsibility in a service delivery environment.
. Experience of a team leader role/managerial including undertaking managing day to day operations and management of staff eg DPR's, delegation of work packages to ensure SLA's are met, performance management & developing staff.
. Demonstrable experience of leading a highly motivated and high performing team delivering a creative and innovative approach to successfully providing a consistent, high quality operational service.
. Experience of meeting customers, managing expectations and providing a logical solution focused approach to issue resolution.
. Experience of managing supplier/partner relationships to gain the best value for money and continuous improvement.
. ITIL Foundation or Prince2 Foundation.
. Broad knowledge of a range of IT technologies eg application delivery, networking, operating systems, and their capabilities and benefits.
. Ability to deal with difficult issues within a continuously changing environment, managing issues, objections and differences of opinion positively and effectively.
. Evidenced ability of acting as an exemplar individual in terms of high performance within a multi-disciplinary IT delivery team and contributing to the overall team's performance constructively and professionally.
. Understanding of information security and governance.
. Strong analytical skills, ability to be decisive and takes ownership of problems.

If you have the relevant experience and would like to apply, please submit your CV.

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