Global Service Desk Manager
other jobs Clearwater People Solutions Ltd
Added before 2 Days
- England,West Midlands,Birmingham
- Full Time, Permanent
- £55,000 - £60,000 per annum
Job Description:
Full job descriptionOur client is currently recruiting for a Global Service Desk Manager to lead their global Service Desk Function. The Global Service Desk Manager must have experience of managing a team that supports global users previously and will act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.
This is a hybrid based role, 3 days onsite in Birmingham / 2 days remote.
Key Responsibilities for the Global Service Desk Manager
*Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
*Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
*Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.
*Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
*Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
*Implement and maintain ITIL best practices for the delivery of Service Desk function.
*Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
*Collaborate with the ITSM team to support business users with incident and service requests.
*Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
*Providing OOH Major Incident Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible.
Key Experience for the Global Service Desk Manager
*At least 5 years’ experience in a similar role managing a global or regional Service Desk function.
*Strong leadership experience, including managing teams with multiple reporting lines.
*Background in IT service delivery within a medium to large enterprise environment.
*In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.
*Understanding of IT infrastructure and technologies, including Windows, Active Directory, networking, and cloud-based solutions.
Please apply as directed!
This is a hybrid based role, 3 days onsite in Birmingham / 2 days remote.
Key Responsibilities for the Global Service Desk Manager
*Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
*Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
*Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.
*Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
*Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
*Implement and maintain ITIL best practices for the delivery of Service Desk function.
*Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
*Collaborate with the ITSM team to support business users with incident and service requests.
*Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
*Providing OOH Major Incident Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible.
Key Experience for the Global Service Desk Manager
*At least 5 years’ experience in a similar role managing a global or regional Service Desk function.
*Strong leadership experience, including managing teams with multiple reporting lines.
*Background in IT service delivery within a medium to large enterprise environment.
*In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.
*Understanding of IT infrastructure and technologies, including Windows, Active Directory, networking, and cloud-based solutions.
Please apply as directed!
Job number 4237733
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