Service Desk Manager

Competitive | Glasgow | Permanent
Posted 19 days ago

Service Desk Manager
Glasgow
Permanent
£ Competitive

InterQuest Solutions are delighted to be working with our client a leading financial services organisation is searching for an experienced Service Desk Manager to manage, grow and improve their Service Desk function.

This is a fantastic opportunity to join a successful, growing organisation where you will be managing a dynamic environment where there is a very high demand for resources on IT Service work. This role requires the ability to recognise issues and risks, and to develop and deliver IT services as well as the coping with conflicting demands and to make strategic decisions.

Duties & Responsibilities
• Development and maintenance of operational policies, standards, procedures and guidelines for an IT Service team.
• Expand and develop the Service team’s relationship with all areas within IT to improve technical understanding, communication, working practices and service delivery.
• Expand and develop the Service team’s relationship with all areas of the business and enhance business engagement and customer focus in everything that the team do.
• Setting objectives and targets, identifying training needs and completing appraisals for all team members.
• Expand and develop an IT Service team’s technical knowledge through technical leadership, advice and on-the-job training to ensure accurate and effective handling and processing of tasks.
• Participates in internal service review meetings (within IT).
• Participates in external service review meetings with the business and 3rd party suppliers
• Ensure processes are established and operated to document, maintain and report progress against plan so that the team, company and customer expectations can be managed effectively.
• Contribute to IT Risk Register and proactively manage the technology estate reducing service risk, inefficiencies, problems and bugs.

Skills & Experience
• The successful candidate will have a solid Service Desk Management background with a medium to large organisation, ideally with multiple sites and outsourced suppliers too.
• Strong Line Management skills are essential, major incident management experience would be useful and you are likely to have ITIL certification.
• A track record of delivering process improvements to a service management function is needed along with proven ability to influence the support function.
• Previous experience working with a financial services organisation would be a distinct advantage

For more information about this role, please contact:

Rachel Loughlin

rachel.loughlin@interquestsolutions.co.uk
0161 237 0063

See Rachel Loughlin's jobs
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