Service Desk Manager

Plan Net Limited ,
London, Greater London
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Overview

About Us Award-winning IT services company whose clients include RBS, Sony, Walt Disney, UCL and leading law firms. Plan-Net with more than 28 years of history in the bag, is in the business of assured continuous business enablement. Our people make all the difference and our brand turns the heads of talented people, inspiring them to join, stay and grow with us. Purpose of the Role Plan-Net is responsible for all End-user IT support services for a prestigious client in central London, the opportunity has arisen for an experienced Service Desk Manager to lead this service onsite . Key Responsibilities The following key responsibilities are associated to the role, although it should be noted that this is not an exhaustive list: · Overall responsibility and accountability for the day to day service delivered to a prescribed set of Service Level Agreements. · Line Management responsibility of a small team · Conducting 121s and appraisals. · On-going performance monitoring and control to ensure that service levels are achieved and exceeded. · Initial point of escalation for customer’s Global Service Delivery Director, particularly for any issues that arise. · Overall responsible for ensuring Plan-Net’s services to the customer are delivered to a high level of quality and to contractual SLAs. · Act as overall Incident Manager and ensures tickets are managed, escalated and resolved according to defined process and to agreed performance targets. · Overall responsibility for co-ordination of International 3rd Party Support providers to ensure effective support in International offices. · Plan and ensure delivery of international site visits and ongoing international engagement. · Planning & co-ordinating office moves. · Participation in Change Control and Problem Management meetings. · Attendance at monthly Service Review meetings. · Run and update the Continuous Service Improvement Plan. · Advising client on service/incident trends, training needs and potential efficiencies. · Co-ordination of any relevant Professional Service projects. · Covering for the Plan-Net SDM during annual leave/absence at the monthly service review if required. · Reporting on team performance to senior management. · Maintaining good communication and relationship with the client. · Monitoring and anticipating business trends and requirements. · Building relationships with key contacts/stakeholders and 3rd parties. Skills · At least 3 years operating in an IT Management / leadership position, preferably within End-User IT Support, Desktop Support etc. · Good broad technical knowledge, particularly around end user desktop, laptop and mobile devices. · Clear leadership abilities and motivational skills to bring the best out of a small mixed-skilled team. · A clear understanding of what constitutes an excellent IT service and the ability to direct and influence resources in order to deliver it. · A successful track record of delivering and managing technical support services and technical infrastructure for a demanding user base. · Knowledge of ITIL principles, processes and structures. · An ability to shape and develop the service to ensure it continues to meet the needs of its users. · Excellent written and verbal communication skills. · The ability to present ideas and business propositions effectively to people at all levels of seniority within organisations. · Effective staff coaching and mentoring skills. · Stringent attention to detail. · The ability to combine strategic and tactical thinking, and to understand when each is most appropriate. · Decisive and effective conflict management. Competencies · Excellent Customer Service skills · Strong interpersonal skills · Ability to manage each customer as an individual · Demonstrative ‘Can do’ attitude at all times · Flexible · Punctual at all times · Team Player · Excellent communication skills · Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment · Excellent multi-tasking skills Qualifications / Education · ITIL Foundation certificate or above · Relevant technical accreditations e.g. MCPs particularly in end-user computing technologies will be useful. Information Security This position is within the defined scope of Plan-Net's Information Security Management System (ISMS). The post holder is responsible for being at all times compliant with Plan-Net's Information Security Policy and all other policies, processes and documentation which relates to information security within the Company as outlined in the Plan-Net Staff Manual. This job was originally posted as www.totaljobs.com/job/89943082

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