IT Service Manager
Location: Ringwood, Hampshire + Hybrid home working
Salary: 30 - 33k DOE + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
As an IT Service Manager, you will be responsible for managing the operational running of the business-as-usual service support services, including the allocation of duties and tasks, as well as maintaining contractual KPI obligations, customer reporting and acting as an escalation point for both our internal and external customers. You will analyse data and metrics, feeding into the problem management processes, to identify trends, exceptions, and areas for improvement.
* Maintain oversight of incident requests and problem lifecycles, including service level management.
* Interpret data, identifying meaningful trends, uncover problems and highlight opportunities for improvement.
* Management of major incident tickets, ensuring tickets are aligned to the existing processes and lifecycle.
* Responsible for the management of customer escalations.
* Ownership of priority 1 and 2 tickets, following defined processes and ensuring priority tickets are managed through to resolution.
Skills & Experience:
1. Proactive and innovative approach.
2. Experience and knowledge of utilising ITIL v3/v4 best practice.
3. Effective time management skills.