Global Service Desk Manager recruitment
A Service Desk Manager is required to lead the Global IT Service Desk of a Tier one Financial Markets organisation. The role will be responsible for managing a team of 6 people and developing the existing Service Desk through the adoption of industry best practice with a vision of resolving 70% of Incidents and Requests at the first point of contact. The Service Desk Manager will work with virtual technical and IT Service Management teams through matrix management to ensure the service is operable to Service Level Agreements. You will ensure all Service Management processes are incorporated in the IT Service Management tool ServiceNow.com and are managed and maintained. The role will drive the adoption of industry best practice and enhance process maturity levels through KPIs and adherence to the SLAs in place. The Service Desk Manager owns the strategy development, operational planning, and Continual Service Improvement process for the team to support the strategic Business Objectives.
As the Service Desk Manager you will develop and deliver a best practice Service Desk that is the hub of IT Support. Resolve 70% or more of incoming Incidents and Requests without any escalation. Reduce costs and time to fix Incidents and Requests. Develop and deliver Service Desk technology strategy to underpin strategic Business Objectives. Be the interface for the Service Desk with other IT functions, processes and standards to maximise the efficiency and effectiveness of IT. Design, contract and deliver Service Desk processes and services to deliver exceptional Customer Service. Drive Continual Service Improvement of processes, procedures and tools to reflect maturity levels targeted.
The successful candidate will have deep knowledge of the processes, procedures and roles and responsibilities of a best practice Service Desk. You will be service oriented with excellent written and oral communication skills and adept at mathematical and numerical representation. To succeed you will have an outstanding knowledge of Desktop, Networking, Server, Voice Communications Infrastructure. Ideally you will have knowledge of Altiris Carbon Copy or other remote desktop technology, Windows, Linux, Apple, Exchange and Active Directory, Membership or Service Desk Institute, ITSMF or other IT Service Management organisation. Experience of ServiceNow.com would be an advantage.