Find More Than 10K+
United Kingdom Jobs

SUMMARY/OBJECTIVES

The IT Service Desk Manager is responsible for the day-to-day support and management of the IT Service Desk. Provides supervision, coaching, training, and direction to service desk support personnel to ensure that customer expectations are met or exceeded. Responsible for ensuring employees are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide exceptional customer service.

ESSENTIAL FUNCTIONS

• IT Service Desk Leadership & Management – Responsible for the day-to-day operations and support of the IT Service Desk staff to include:
  • Manages the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Provides staff support for administrative tasks and projects relative to Desktop, System, Security, Network and Telephony support.
  • Monitors Ticket Database, follows up with assigned personnel to ensure SLAs are within compliance thresholds
  • Coordinates and manages training and staff development requirements of Service Desk personnel.
  • Ensure the service desk staff uses the required tools and software to identify, document, track and resolve reported problems.
  • Plan, prioritize and schedule service desk activities to ensure maximum issue resolutions in minimum time.
  • Analyze service desk activities and develop tools and process improvements to optimize service and staff performance.
• Administers Service Desk Operational Statistics and SLA Metrics reporting
  • Ensures that daily, weekly, monthly and annual statistics are captured and stored to accurately and efficiently.
  • Ensures that status reports and graphical reporting are executed accurately and according to schedule
  • Continually modify reports and metrics to meet the needs of the department and business.
  • Track CSAT (customer satisfaction) and follow up to identify areas of improvement
• Communication
  • Keeps peers, end users, suppliers, and leadership informed of trends, significant problems, unexpected delays, scheduled downtime, or other changes that affects the computing environment.
  • Keeps users and project team members informed of progress on problems and work assignments.
  • Ensures appropriate management is informed of problems or issues that are impacting groups of users.
  • Educating and mentoring technical staff on troubleshooting and maintaining systems.
  • Manages process for communicating outage/emergency activities to organization.
• Identify gaps and document Knowledgebase documentation
• Fully responsible for all Service Desk IT Policy & Procedures, Methodologies, and Guidelines.
• Manages vendor relationships as required to support daily operational needs.
• May be required to work varying schedules to reflect business needs
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Qualifications, Education, and Certification Requirements

• Education: Bachelor’s Degree in related field
• Experience:
• Certifications/Specific Knowledge:

EXPERIENCE

• Proven work experience as an IT Service Desk Manager
• Solid technical background with the ability to give instructions to a non-technical audience
• Customer service oriented with a problem-solving attitude
• Excellent written and verbal communication skills
• Managerial and administrative skills and the ability to work effectively with users, IT management/staff and vendors
• Ability to multi-task with several complex and demanding concurrent projects.
• Proven ability to Lead Team Members across various projects.
• Strong Business acumen and communication skills (both written and oral).
• Previous experience with ServiceNow is preferred but not required

Training Requirements/Classes

• On the job training and any additional training as needed.
• Required annual compliance training.
• New Employee Orientation, as well as continual update of processes of banking systems.

PHYSICAL DEMANDS

• Must be able sit for long periods of time.
• Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

This position is located in a cubicle environment that may be loud throughout the day. Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.