IT Service Desk Manager - ITIL
My client is seeking a IT Service Desk Manager position to lead the long term strategic delivery of Incident, Problem, Major, Service Transition and Service Level Management activities. As the IT Service Desk Manager you will work closely with other members of the Infrastructure and Operations Team and with IT community in ensuring the success of the Configuration, Release and Change Management Processes.
In addition these activities will be measured not only by pre-defined KPIs but overall customer satisfaction of our user base. Also you will achieve the right interfaces between the appropriate ITIL processes, support group, suppliers, business partners and the user community.
The IT Services Desk Manager will be required to possess the following accountabilities:-
* Service Transition - Ensure there is a view of the technical change roadmap and projects that will impact the business or IT services.
* Incident Management - Work with the Service Desk and other groups to create and maintain an appropriate incident management process flowing from Level 1 upwards.
* Major Incident Management - Own Priority 1 and Priority 2 incidents, ensuring appropriate engagements between support groups and/or IT providers for timely resolutions.
As the IT Services Desk Manager you will possess the following experience:-
*Previous Service Desk Manager / Leader experience
*Ideally worked in a managed service environment.
*Managing P1 and P2 incidents.
To be considered please forward your updated CV and Salary Expectations to Neil_Alexander@spring.com
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