Service Desk Operations Manager

ZipRecruiter; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Une entreprise dynamique recrute un Service Desk Operations Manager pour gérer les opérations d'un service desk au sein d'un environnement de data centre à Londres. Vous serez responsable de l'assurance qualité des services, de la gestion des incidents, et de l'application des processus ITIL pour optimiser les performances de l'équipe. Ce rôle est idéal pour un leader expérimenté prêt à relever des défis dans un environnement au rythme rapide et exigeant.

Qualifications

• Expérience prouvée dans la gestion des opérations d'un service desk.
• Connaissance des cadres de gestion des services IT comme ITIL.
• Expérience de gestion d'une équipe 24x7 dans un environnement à haute pression.

Responsibilities

• Surveiller les opérations quotidiennes du service desk, gestion des billets et incidents.
• Agir comme point d'escalade pour les problèmes critiques.
• Maintenir la propriété des incidents et assurer la communication des mises à jour.

Skills

ITIL

Leadership

Team Management

Incident Management

Problem Management

Job description

Job Description

Radius is recruiting for a Talented and experienced Service Desk Operations Manager for our Datacentre client based in East London.

Assist the Senior Service Operations Manager in delivering the strategy for the 24x7 Service Operations function, supporting strategic initiatives and embedding a culture of continuous improvement through the function

Oversee the day-to-day operations of the service desk, ensuring all tickets and incidents are managed effectively and in accordance with SLAs and relevant policies and procedures.

Act as the escalation point for critical issues or incidents that require immediate attention and resolution. Ensure effective communication with relevant stakeholders within the business and customers as appropriate. Monitor and report on key performance metrics, response times, resolution times, ticket volumes, customer satisfaction

Incident & Problem Management:

To maintain ongoing ownership of all incidents and facilitate the communication of incident updates to customers provided by the support teams.

Ensure the prompt resolution of incidents, minimising service disruption and downtime within the data centre.

Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.

Strong knowledge of IT service management frameworks, such as ITIL, and experience implementing ITIL processes.

Experience managing a 24x7 service desk or support team in a high-pressure environment.

Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.