About
Service Desk / Incident Manager
Target Start Date: ASAP
Target End Date: 31/03/2026
Rate: DAY £480 Inside per day
Location of role: Corsham, Fully on site
Clearance Required: SC OR DV
Working Pattern: MON-FRI
Role Description
We are seeking an experienced Service Desk Manager to lead a well-established Level 4 Service Desk. This position requires extensive knowledge of the Incident and Major Incident Lifecycle. You will oversee a team of highly experienced engineers supporting top-tier incident support for an operational user base. Your role will include enhancing the Service Desk's reputation, developing best practices, and aligning processes with the Customer's Incident Management Strategy.
Mandatory Skills
1. Resolution of technical issues related to applications, services, operating systems, and devices.
2. Act as an SME on service desk products, including updates, upgrades, and limitations.
3. Lead customer service efforts, ensuring customer needs are met with professional advice.
4. Monitor operations to ensure timely incident resolution and liaise on major initiatives.
5. Lead the Service Desk team, including recruitment support and interviews.
6. Develop and improve support processes and procedures.
7. Monitor customer communications and improve follow-up processes.
8. Identify training needs to stay current with industry technology and processes.
9. Manage work schedules to ensure operational support.
10. Provide reports and analytics on Service Desk operations.
11. Knowledge of ITIL processes, specifically Incident, Knowledge, Problem, and Change Management.
12. Experience with ITIL v3 or v4.
13. Recent experience in an IT Service Desk/Help Desk environment.
14. Working knowledge of Remedy.
15. Strategic thinking and risk assessment skills.
16. Excellent communication skills, both written and verbal.
17. Ability to obtain or hold DV clearance.
Additional Information
Candidates with high-level security clearance or previous clearance are encouraged to apply. Successful candidates will need to obtain security clearance, which may take up to 10 weeks. LA International is a UK HMG-approved ICT Recruitment and Project Solutions Consultancy, operating globally. We welcome applications from diverse backgrounds.
LA International has received The Queen's Award for Enterprise: International Trade, for the second consecutive period.
Location
Corsham, England
Work Experience
* Systems Administrator
* System Engineer
Languages
* English
#J-18808-Ljbffr