IT Service Desk Manager

CPS Group ,
Bristol, Bristol
More Details
Job Type: Full-time
Salary: £38,000 per annum

Overview

IT Service Desk Manager Up to £45,000 per annum benefits Bristol The CPS Group currently have an exciting opportunity for a Service Desk Manager to join a growing company based in Bristol. The opportunity will be well suited to an experienced Service Desk Manager looking for a new challenge, whilst it could also be a great opportunity for an experienced Team Leader looking to take the next step in their career. The Service Desk Manager will be responsible for ensuring the performance and results delivery of the 2nd and 3rd level support teams. It will also include managerial support in all operational aspects of the Service Centre. Key deliverables of the role will be to ensure that all support processes are aligned with ITIL and that a strong team culture of working to process is created. Your responsibilities will include, but not be limited to - -Management of resource availability & requirements (a team of 13) -Effective team coaching and mentoring - Consistent delivery of quality management information / reports Identification of customer escalations & following of appropriate processes -Organise & co-ordinate team daily activities -Ensure all required shifts are fully resourced - Manage staff holidays & sickness ensuring necessary staffing levels at all times - Ensure team KPI targets are achieved on a consistent basis -Ensure high levels of Customer satisfaction are achieved at all times - Implement Improvement Plans, with supporting processes & procedures - Maintain & Manage Customer SLA expectations. - Provide an environment that will encourage the development of team members. -Active involvement in the recruitment of all new team members To apply for the position, you will be expected to have most, if not all of the following skills, experience & knowledge - - Ideally 3 years' experience successfully performing in a similar position -Proactive queue management methodology -ITIL disciplines and how they can be used effectively - ITIL Foundation (essential) -Resource Management -Effective team coaching and mentoring If this role sounds right for you and you'd like to know more then please contact me on with a copy of your CV. By applying to this advert you are giving CPS Group (UK) Ltd authority to hold and process your data for this specific role and any other roles we may deem suitable to you over time. We will not pass your data to any third party without your verbal or written permission to do so. All incoming and outgoing calls are recorded for training and compliance purposes. CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy. Our new privacy policy can be found here https://company-policies

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