Service Desk Manager | Gloucester | £54,000
Your New Role:
* You will act as a single point of contact for customers and users.
* Manage service requests within the agreed SLAs.
* Raise all incident tickets to the service management toolset and speak with relevant teams to ensure proper service.
* Work with 3rd party suppliers.
* Perform troubleshooting and incident resolution.
* Escalate incidents and service requests.
* Provide leadership to the team and guidance where needed.
* Follow ITIL processes.
What You'll Need to Succeed:
* Experience managing or leading a team.
* Customer service experience and experience working in a fast-paced environment.
* Experience with MS Windows, Citrix, Unix, Telephony, Networking.
* Certification or awareness of ITIL V3.
* Experience with Service-now, end-user computing and productivity experience.
* Understanding of IT infrastructure and desktop support.
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