Prime Recruitment is a cost effective Recruitment Agency based in Birmingham, UK. Founded in 2002, the company has experienced five years of growth.
An uncompromising commitment is at the heart of our success. Our experienced staff have a proven track record of recruiting professionals for companies throughout the UK, and you can be certain that we will only provide you with quality candidates who meet your requirements.
Service Desk Manager - Leeds, West Yorkshire
11/9/2016 12:46:39 AM
Service Desk Manager
Contract - Corp-to-Corp
Skills: ITIL, Citrix, Active Directory
Development and implementation of Service Desk processes and procedures, specifically covering Incident Management and Problem Management. The post holder will be responsible for driving through the implementation of these processes.
Establishing and managing First, Second and Third Line Support processes and procedures, ensuring these are integrated with all internal IS and 3rd party supplier support teams.
Management and development of the Service Desk team (expected to consist of 10 staff), ensuring the Service Desk is staffed appropriately throughout the 24*7 operation.
Working in conjunction with the Operations Support Manager to implement the Second Line Support service delivered by Operations Support, to include infrastructure device management and system alert response, ensuring these are progressed as appropriate.
Establishing and managing SLAs and OLAs with the business, internally within IS and with 3rd party suppliers where relevant. Ensuring service level metrics are met and reviewed on a regular basis.
Problem Manager for major service affecting incidents, ensuring incident resolution activity is co-ordinated between all resolver groups, and the business impact and communications are managed appropriately. Pro-active identification of trends and resolution of potential future service affecting incidents, including update of scripts and Knowledge Base tools where necessary.
Management escalation point for all other incidents.
Managing the production, maintenance and tool integration of Service Desk scripts, covering business applications and services, and generic software products.
Managing the development of Knowledge Base scripts and tools to support Incident and Problem Management.
Assisting in the implementation of the Service Management toolset with responsibility for providing system administration and configuration of the Service Desk elements.
Overseeing the production of all Service Reporting for the Service Desk operation, including regular and ad-hoc Incident and Problem Management reporting.
Project Management as required for Service Management implementation projects.
Management of the production and maintenance of Service Desk procedural documentation.
On-going identification and delivery of Service Improvements covering all elements of the Service Desk operation.
At least 5 years experience of Service Desk management.
Demonstrable experience of Service Desk implementation, including all elements of Incident/Problem Management process implementation and team development.
Technical background in IT infrastructure management, with excellent working knowledge of IT systems and applications, including Windows 98/NT/2000/XP and MS Office applications.
Previous experience in the development, implementation and management of Service Desk tools would be a significant advantage.
Project Management experience, in particular the implementation of Service Desks.
Previous experience is developing and managing SLAs and OLAs.
Detailed understanding of ITIL, preferably with Service Management qualifications.