Global Service Desk Manager

25000.00 - 35000.00 GBP Annual + attractive benefits
11 Jan 2019
08 Feb 2019
Contract Type
Full Time
Butler Rose is pleased to be partnering a Global business with the recruitment of Global Service Desk Manager to join them on a permanent basis at their offices in Jarrow.

As the Global Service Desk Manager, you will provide leadership and develop a Customer First culture within the team as they represent the main route for all users to access IT. Ability to lead and inspire.

You will be tasked to manage the performance of Level 1 and Level 2 services & support to users (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded.

You will be held responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Key responsibilities:

* Act as a single point of contact for key stakeholders regarding IT issues, queries and reporting
* Acts as a deputy in the absence of the Head of IT Service Management
* Understands all aspects of the Manage Engine Tool - Expert
* Maintains and manages Asset Database and Knowledge-base tracking changes
* Escalates any critical or high priority issues to the relevant persons
* Lead in the development of good customer service practices
* Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
* Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team
* Conduct regular surveys of users to determine effectiveness of IT

The ideal candidate will be ITIL Qualified holding two years plus experience of managing a Service Desk support function, ideally in a significantly sized organisation. They must hold experience of supporting Office 365 (Skype). Possess the ability to use their initiative and diagnose some users' problems without referral by holding a good level of technical skills, troubleshooting basic PC issues with hardware, software & networking.

Please do not hesitate to apply or for further information contact Mihir Patel on Tel: (Apply online only) or email on m . . com

Butler Rose is committed to equality in the workplace and is an equal opportunity employer.
Butler Rose Ltd is acting as an Employment Business in relation to this vacancy