Head of Service Desk

  • 75k + Bonus
  • Maidenhead, England, United Kingdom
  • Permanent, Full time
  • Cloudstream Global
  • 16 Jan 18 2018-01-16

My client is looking for an experienced Service Desk Manager to become a leading member of the technology function on an exciting programme based in Maidenhead.

Role: Head of Service Desk

Location: Maidenhead

Duration: Permanent 

My client is looking for an experienced Service Desk Manager to become a leading member of the technology function on an exciting programme based in Maidenhead. 

In addition to providing support services, the Head of Service Desk will be responsible for helping to set the roadmap for the function and also be involved in the strategy for Service Delivery.

Responsibilities: 

  • Manage the efficient running of the Global Service Desk teams globally.
  • Prioritising workload and ensuring incident and requests are dealt within agreed service levels. 
  • Lead the provision of a Global Service Desk that is delivered by a 3rd party off-shore
  • Monitoring performance in order to maintain and deliver an industry leading service against specific key performance indicators and service level agreements. 
  • Governs and oversees continuous development of capabilities within the 3rd party team to optimize service delivery (capabilities, processes, technologies etc.)
  • Working with key third party vendors to maintain service levels and minimise disruption. 
  • Drive improvements and collaborate with multiple global stakeholders and support functions across EUS and the Enterprise to reduce Service Desk Ticket Volume and business disruption caused by IT outages

 

Required Skills/Experience: 

  • Experience of managing both service desks and/or service delivery in a global company.
  • Solid background in IT operations and service management, proven experience as a Service Desk manager supporting >40000 Users
  • Demonstrable experience of shaping an IT service department or taking an existing team through a significant change.
  • Service leadership, with a passion for delivering an outstanding client experience.
  • Proven track record for managing a high-performance Service Desk delivering high customer satisfaction in an efficient and timely manner within a multi-national firm
  • ITIL v3 practitioner qualification or equivalent experience. 
  • A keen interest in keeping abreast of technology developments, coupled with a sound understanding of the practical application of technology to business requirements. 

 

 

If you are interested in finding out more about this position, please apply on the link provided.