Service Desk Manager

Job Title: Service Desk Manager
Location: Croydon
Duration: Permanent

A Service Desk Manager is required by an established IT Managed Service Provider located in the centre of Croydon. Located in a newly refurbished building with great transport links into East Croydon station, Boxpark on your doorstep and a new Westfield on its way.

The successful Service Desk Manager will need to come from an ITIL background, have experience managing a large service desk and be confident speaking to members of staff from all levels. They will also have experience implementing change and introducing new processes and strategies. The right person will need to have a forward-thinking approach to deliver customer excellence whilst taking the team on a journey to deliver.

Key Responsibilities

1. ITSM strategy for 1st and 2nd Line
2. Creating Service related Management information
3. Complete overhaul of service desk
4. Creating new dedicated desks and on-boarding/transitioning new clients
5. Improve Telephony and Incident SLAs
6. Implement and enforce standards of service delivery to the teams
7. Drive knowledge acquisition and documentation

Required Skills & Experience

1. 5 yrs. Service Desk Manager Experience (Essential)
2. ITIL V3.0 Foundation (Essential)
3. Experience overseeing Problem, Change and Knowledge management.
4. Proven Experience in having run an outsourced environment for a high-profile customer
5. Accredited in Management and Leadership programme
6. Delivered or run customer excellence schemes/programmes

Desirable Skills

1. Ticketing software specific knowledge ServiceNow or RemedyForce
2. ITIL Service Operations (Desirable)

If you are interested in finding out more or would like to be considered for this role, please apply with your CV!