Service Desk Manager - ITIL
Service Desk Manager with very strong ITIL background to be responsible & accountable for all 1st line interaction with this successful IT Service Management organisation¿s internal and external customers. Ensuring that all tickets are logged and driven to a successful resolution in the agreed timescales/SLA¿s. The Service Desk Manager controls the majority of interaction with supported users and is a pivotal role in the on-going success of the organisation, you will be accountable for the development, mentoring and management of the Service Desk team. The Service Desk Manger will ensure all tickets are handled within the agreed process with specific attention to the Incident management processes including Major incident escalation within an ITIL framework.
The Service Desk Manager will be fully responsible for:
o Team Development and efficiency
o Relationship Management and Improvement Process - Steer, motivate and develop strong relationships.
o Supervision and co-ordination of Service Desk analysts, including publishing team rota, along with facilitating team meetings and one-to-one personal development plans.
o Ensure all analysts are recording and entering all relevant call information into the Service Desk system in a clear & concise format.
o Proactively managing tickets to ensure that all known issues are acted u
o pon, documented & distributed to ensure swift resolution
o Providing a detailed induction for new Service Desk staff members & ensuring on-going training and development plans are provided to all Service Desk members.
o Work with relevant department members to support Quality and help reduce Escalations
o Review and act upon results of Customer Satisfaction Surveys to ensure continuous service improvement
o Own and provide weekly and monthly statistics on Service Desk performance.
o Continually update the Service Desk Procedures to ensure latest information is available to Service Desk Analysts continuously
To be successful