Service Desk Manager

Role - Service Desk Manager
Location - Manchester
Contract - 6 months

Service Desk Manager required initially a 6 month contract for my public sector client in Manchester.

The Service Desk Manager will lead and manage a Service Support team responsible for the provision, operation, management for my clients ICT service support activities.

These include the following:
*Service Desk function - both Virtual and Physical
*Incident management and reporting
*Problem & Knowledge management and reporting
*Co-ordination of change, release and test management
*In liaison with infrastructure and operations, configuration and availability management

Essential knowledge & skills required:
*Demonstrable evidence of leading and managing a significant service support group in the delivery of outstanding customer and user services
*Excellent leadership and motivational skills combined with the ability to develop strong relationships with key business individuals and stakeholders. In addition, demonstrable leadership qualities to engender culture change and to manage and motivate staff in a changing technological and service environment
*Comprehensive knowledge of IT Service Desk processes and procedures, combined with a proven ability to improve the delivery of IT Services through strategic and operational initiatives
*First Degree and management level qualification in an industry recognised Service Support methodology eg ITIL, COBIT. Combined with extensive "practical" service level management (SLM) experience
*Demonstrable experience of implementing strategies and procedures for continual service improvement
*Extensive experience of management reporting to enhance and develop business engagement

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