Service Control Manager
This role
We require a Service Control Manager run a very busy 1st and 2nd line Service Desk, to achieve all applicable Service Levels and Customer Satisfaction scores, as well as setting KPI?s and acting as a mentor and leader to junior staff.
The key responsibilities are:
Manage a team of 1st Line technical staff to support the end user desktop environment, ensuring that service level commitments made to MTVH customers are met. Drive high levels of First Contact Resolution and ensure that Incidents and Requests outside of your team?s control are triaged to the other resolving teams in appropriate time frames.
Other duties include:
Maintaining a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Service Desk.
Own and drive a Continuous Service Improvement Plan for the Service Desk, and be the technical point of contact for your team
Contributing to the maintenance and documentation of the infrastructure estate; Records of ICT builds, hardware, licences, change requests, systems and processes.
Have extensive knowledge and understanding of best practices for Service Management.
Play an active role in the Major Incident Management process and own end user communications and coordination when Priority 1 and 2 issues arise.What you'll need to succeed
Extensive management experience of a working Service desk environment - 1st ? 2nd line, using ITIL compliant service desk ticketing systems.
A minimum ITIL Foundation Accreditation (preferred higher ITIL qualifications), real world exposure and a full understanding of ITIL disciplines; specifically, Incident, Problem and Change Management.
Experience of managing and motivating a team of IT staff (10 or more)
Support and administration of virtualised environments and VDI ? Citrix XenDesktop 7.11 and VMWare 6.5
Experience of supporting productivity suites: Microsoft Office 2010, 2016 and Office365.
Understanding of Microsoft SCCM.
Good Knowledge of backup systems
Passionate about customer service and delivering business benefit.
Excellent inter-personal skills, with the ability to build trusting relationships at mid - senior management level.What you'll get in return
We offer great benefits, in addition to generous holiday entitlement we provide:
life assurance with a matched contribution pension scheme
enhanced maternity, paternity and adoption leave
salary sacrifice schemes and season ticket loans
eye care scheme
plus, lots of voluntary benefits including cash back and discounts from high street namesWhat you need to do now
If you're interested in this role, take a look at the attached Job Description for more details and if it?s the ideal job for you, click 'apply now' to forward an up-to-date copy of your CV, or for more information call us now on (phone number removed).
Interview date: week commencing TBC
About Us
Our organisation was built on a simple mission - to give people a safe, secure, and affordable home. That is as true today as it was in the 1950's, when our founder Molly Huggins established an organisation to provide homes for Windrush migrants in London. Our core purpose is that "everyone should have a home and the chance to live well" To fulfil this vision, we work with partners to make our neighbourhoods - new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide us in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.
We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.
What you'll get in return
We also offer a wide range of benefits. Please take a look at our benefits document attached.
Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment
We require a Service Control Manager run a very busy 1st and 2nd line Service Desk, to achieve all applicable Service Levels and Customer Satisfaction scores, as well as setting KPI?s and acting as a mentor and leader to junior staff.
The key responsibilities are:
Manage a team of 1st Line technical staff to support the end user desktop environment, ensuring that service level commitments made to MTVH customers are met. Drive high levels of First Contact Resolution and ensure that Incidents and Requests outside of your team?s control are triaged to the other resolving teams in appropriate time frames.
Other duties include:
Maintaining a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Service Desk.
Own and drive a Continuous Service Improvement Plan for the Service Desk, and be the technical point of contact for your team
Contributing to the maintenance and documentation of the infrastructure estate; Records of ICT builds, hardware, licences, change requests, systems and processes.
Have extensive knowledge and understanding of best practices for Service Management.
Play an active role in the Major Incident Management process and own end user communications and coordination when Priority 1 and 2 issues arise.What you'll need to succeed
Extensive management experience of a working Service desk environment - 1st ? 2nd line, using ITIL compliant service desk ticketing systems.
A minimum ITIL Foundation Accreditation (preferred higher ITIL qualifications), real world exposure and a full understanding of ITIL disciplines; specifically, Incident, Problem and Change Management.
Experience of managing and motivating a team of IT staff (10 or more)
Support and administration of virtualised environments and VDI ? Citrix XenDesktop 7.11 and VMWare 6.5
Experience of supporting productivity suites: Microsoft Office 2010, 2016 and Office365.
Understanding of Microsoft SCCM.
Good Knowledge of backup systems
Passionate about customer service and delivering business benefit.
Excellent inter-personal skills, with the ability to build trusting relationships at mid - senior management level.What you'll get in return
We offer great benefits, in addition to generous holiday entitlement we provide:
life assurance with a matched contribution pension scheme
enhanced maternity, paternity and adoption leave
salary sacrifice schemes and season ticket loans
eye care scheme
plus, lots of voluntary benefits including cash back and discounts from high street namesWhat you need to do now
If you're interested in this role, take a look at the attached Job Description for more details and if it?s the ideal job for you, click 'apply now' to forward an up-to-date copy of your CV, or for more information call us now on (phone number removed).
Interview date: week commencing TBC
About Us
Our organisation was built on a simple mission - to give people a safe, secure, and affordable home. That is as true today as it was in the 1950's, when our founder Molly Huggins established an organisation to provide homes for Windrush migrants in London. Our core purpose is that "everyone should have a home and the chance to live well" To fulfil this vision, we work with partners to make our neighbourhoods - new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide us in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.
We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.
What you'll get in return
We also offer a wide range of benefits. Please take a look at our benefits document attached.
Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment