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Huntress
,
Rochester, Kent
Service Desk Manager
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Job Type: Full-time |
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Salary: £40,000 per annum |
Overview
IT Service Delivery Manager Rochester, Kent £40,000 to £50,000 Excellent benefits package IT Service Delivery Manager required for a leading company based in the Medway area. The position is a senior level role encompassing overall management for the technical support teams. Key Responsibilities To work closely with the Senior Management Team in order to maintain the highest standards of customer service and support. To manage the Service Desk structure whilst applying cost controls, and contributing to budgetary and capacity planning. Design and set KPI's to ensure that the teams are constantly striving to improve on performance. To manage and maintain a professional relationship directly with key customers and partners, and to provide a point of escalation to them. To maintain a Continual Service Improvement Program as part of the wider service management process. To be responsible for cascading Service Improvement initiatives within the support team, and suggesting/influencing improvements for Delivery teams. Required Experience The ability to manage and lead a technical support department consisting of multiple teams supporting the various products within the product suite. An excellent understanding of IT Service Management best practices and all the relevant processes in which Service Desk are involved. Proven personnel management skills to the level required to manage a large team of staff, with diverse experience, and working without you when on shifts Experience of working with (and improving the use of) IT Service Management tools used on Service Desks. A broad understanding of current IT concepts, sufficient to understand the nature of support incidents. Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles. PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.