Service Desk Manager

A Global Manufacturer is seeking a Service Desk Manager on a full time permanent basis to work onsite in Maidenhead. This role will also require field work.

A Global Manufacturer is seeking a Service Desk Manager on a full time permanent basis to work onsite in Maidenhead. This role will also require field work.

The Service Desk Manager SDM responsibilities will involve but not be limited to:

• Working directly for the Service Director maintaining and monitoring project schedules
• Day to day management and responsibility of service desk including a team of Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations.
• Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams
• Participate as a Major Incident Manager process (MIM) for P1 / P2 incidents.
• Tracks ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place
• Onboard news services onto the service desk ensuring the appropriate training for staff and process are put in place
• Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to
• Continual service level improvement of process and procedure; ensuring documentation of all work and processes
• Act as the liaison for tracking, communicating and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider).
• Organizing, attending, and participating in stakeholder meetings
• Preparing project plans, summaries, and documentation
• Providing administrative support as needed
• Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project.
• Assess project risks and issues and provide solutions where applicable
• Documenting and following up on important actions and decisions from meetings
• Tracking and communicating project risk
• Interfacing with customers and internal staff regarding project objectives.