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Service Desk Manager

Southampton

  • Ref: SDM/CAB
  • Location: Southampton
  • Type: Permanent
  • Hours: Full-time
  • Salary: Up to £55,000

Rock are delighted to be working in partnership with our prestigious client who is a leading national Law Firm. This is a fantastic opportunity to lead the Service Desk and IT delivery team day to day, coordinating response and fulfilment of incidents and requests to achieve agreed service levels.

Main Duties:

• Manage a team of 8 Service Desk operatives to deliver frontline services to 1100 users.

• Develop and mature the IT Service Catalogue and Service Charter.

• Ownership and evolution of operational methodologies and governance processes, with application of ITIL concepts.

• Problem and root cause analysis and service improvement, across a complex and multi-vendor environment.

• Responsibility for development and creation of regular IT Performance, Availability and Capacity Reports, with support from the Head of IT Operations.

• Implementation of Service Desk Self-service capability.

• Enhanced Service desk management software services.

• Ensure operations are compliant with all Information Security standards including Cyber Essentials Plus and ISO27001, supporting team members to follow all processes and procedures accordingly.

About you:

• 4 years Service Desk Management experience, in a business services environment.

• Strong leadership skills, with an ability to focus the operational team on providing swift and high quality support and delivery services.

• Incident and Problem Management and driving teams to meet SLAs.

• Excellent written and verbal communications skills - will be able to work well with stakeholders at all levels.

• Proficient in Microsoft Office applications and relevant software.

• Technical industry qualifications/certifications appropriate to senior Operations Management and Service Delivery roles, ITILv2 or above practitioner preferable applications.

• Agile scrum methodology and ability to manage multiple and varied tasks.

• Technical understanding and expertise of C#, MS SharePoint, JavaScript, SQL server, configuration and customisation around Dynamics CRM,TFS - source code control, bug / issue tracking, and debuggers.

• Experience within a legal environment (Desirable).

• Educated to degree level -ideally in an IT or technology discipline (Desirable).

If you would like to apply, please submit your CV. All applicants will be treated in the strictest of confidence.


INTERESTED? PLEASE CALL…

Camila Ancell-Begley
01202 237129

OR REGISTER YOUR INTEREST AND WE'LL CONTACT YOU...

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