Service Desk Manager

Allscreens Nationwide Ltd; Chichester; On-site; GBP 28,000 - 40,000; Full time

Job summary

Triumph Consultants is seeking a Service Desk Manager to lead the Technology Services Service Desk across L1, L2 and L3 teams in Chichester. The contract is for 7 months with hybrid working after training.

The role requires strong leadership, ITIL-based service management, and experience driving service performance, incident handling and knowledge management in a customer-facing IT environment.

Qualifications

• Significant experience leading Service Desk, IT Operations or Technical Support teams in a customer-facing environment.
• Strong leadership, people management and service management skills.
• Experience managing service performance, workforce planning, incident management and knowledge management.
• Experience using ITSM platforms such as Halo, ServiceNow or Ivanti.

Responsibilities

• Lead the day-to-day operation of the Technology Services Service Desk across L1, L2 and L3 teams.
• Accountable for service quality, customer experience, workforce planning and incident management.
• Collaborate with technical teams and third-party suppliers to ensure effective service delivery and continual improvement.
• Support major incident response, governance and performance reporting.

Skills

Leadership

People management

ITIL

ITSM platforms

Incident management

Tools

Halo

ServiceNow

Ivanti

Job description

Triumph Consultants are looking for a Service Desk Manager to lead the day-to-day operation of the Technology Services Service Desk function across L1, L2 and L3 support teams. Contract is for 7 months in Chichester.

Pay Rate: £25.00 per hour PAYE

Hybrid working once training is complete

Key requirements

• Significant experience managing Service Desk, IT Operations or Technical Support teams in a customer-facing environment.
• Strong leadership, people management and service management skills.
• Experience managing service performance, workforce planning, incident management, service requests and knowledge management within an ITIL-based environment.
• Experience using ITSM platforms such as Halo, ServiceNow, Ivanti or equivalent.

Key responsibilities

• Lead the day-to-day operation of the Technology Services Service Desk function across L1, L2 and L3 support teams.
• Accountable for service quality, customer experience, workforce planning, rota management, service performance, incident management, service request management and knowledge management.
• Work collaboratively with technical teams, resolver groups and third-party suppliers to ensure effective service delivery and continual service improvement.
• Support major incident response, operational governance and performance reporting.

Anticipated Length of Assignment:Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.