Service Desk Manager

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.