Service Desk Manager

Warrington, Cheshire
Horizon Recruitment Solutions

Are you a Service Desk Manager, with the ability to provide exceptional technical support whilst delivering a seamless service to internal and external stakeholders? We have a permanent position based in Warrington that requires your skills,

The ideal candidate will be a hands-on individual who will be very involved in the day-to-day operations of the service desk and will also work with the Service Manager to grow the function.

Responsibilities • Act as the primary service desk contact for the customer and manage customer expectations. • Ensure all engagements drive the customer’s experience in line with the contracted services• Ensure contractual obligations are met in terms of the performance provided to the client. • Provide technical support to internal and external customers and partners. • Log support cases in the helpdesk ticketing system. • Ensuring a timely response to issues and incidents. • Carry out triage on cases determining priority and categorisation. • Assist the consultancy team in root cause diagnosis. • Resolving customer issues, incidents and problems where feasible, through product knowledge and technical investigation. • Develop trusted relationships with clients and stakeholders responsible for services. • Ensure adherence to service management principles – ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control. • Have a complete understanding of the company’s wide range of product and service offerings, including associated processes. Understand interdependencies between technology, operations and business needs. • Manage, support and develop the service desk to support the business and our customers, during agreed service hours and to agreed SLAs. • Deliver appropriate and effective executive-level communication. • Produce and update technical documentation. • Assisting with hardware builds, including desktops, laptops and phones.

Skills and Experience • 5+ years in service desk function with experience in managing and enhancing a service desk function and associated ticket queues. • A logical problem solver and thinker with the ability to troubleshoot technical issues and carry out problem determination. • Understanding of Software Asset Management. • Demonstrate solid technical knowledge and the ability to learn. • The ability to work accurately to deadlines with very good prioritisation skills to balance key priorities. • Expert knowledge of ITIL V4 best practices (including formal qualification). • Understanding of Information Security awareness ISO27001 / Cyber Essentials. • Ability to deal with multiple tasks. • Knowledge and experience of Microsoft packages, including Project, PowerPoint, Word and Excel. • Proven experience in building strong and professional relationships with key client’s staff, partners and internal colleagues. • Broad knowledge of IT Infrastructure and managing software delivery. • Comfortable working in a fast-paced environment and delivering against multiple objectives. • Strong communication skills, both written and verbal. • Able to create and present service management reports, with a keen eye for attention to detail. • Experienced at managing multiple stakeholder groups and balancing diplomacy and tact with assertiveness. • A strong customer-centric approach. • Previous experience in software delivery and/or delivering project services to multi-client environments. • Self-motivated, with the ability to adapt to change and competing demands.

Salary is negotiable

Excellent benefits

Horizon Recruitment Solutions Ltd is an equal opportunities employer and is acting as a recruitment agency in relation to this vacancy.