Service Desk Manager

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Reporting to the Head of Tech, your role will be responsible for the operation and delivery of the organisation\’s IT support and monitoring solutions, ensuring a high-quality support experience for the workforce, and providing efficient and effective solutions to enable the daily functions and technical operations of the business.

You will provide technical support to all internal IT staff and implement solutions to deliver a scalable support desk, promoting automation and workflow wherever possible.

Location: Westminster, London (On-site)

Salary: up to £500 per day (Outside – 6 month contract)

Your role as IT Service Desk Manager

• Knowledge and understanding of best practices for service management.
• An ability to think critically about systems and to adjust consistently as needed.
• An ability to balance and plan the short-term actions of the service desk function.
• Demonstrable experience leading a service desk environment.
• Experience managing incident response and escalation.
• Experience creating processes and solutions using ITSM tools to provide appropriate governance of company procedures.
• Experience managing relationships with senior stakeholders and external partners, being trusted to report accurately against progress and escalate risks and issues to an appropriate level for resolution or mitigation.
• Knowledge of ITIL (certifications would be a plus).
• Ensuring SLAs are accurate and up to date, then ensuring they’re being met.
• Demonstrate examples managing global and remote teams.

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