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* Fantastic opportunity for an ICT Service Desk Manager in Gloucester.
About Our Client
This opportunity is with a Enterprise organisation in the public sector and government that plays a critical role in maintaining public safety and order. They are known for their strong commitment to quality and service, and they operate from their office in Gloucester.
Job Description
* Team Leadership: Lead and manage the Service Desk Team, providing guidance, support, mentorship, development, and training to ensure the delivery of high-quality service and customer satisfaction.
* Operations Management: Oversee the day-to-day operations of the Service Desk, ensuring that incidents and requests are managed in a timely manner, with a focus on actively managing Priority 1 tickets.
* Performance Monitoring: Monitor and review service desk and service delivery performance, reporting on a weekly, monthly, and quarterly basis or as required by senior management.
* Documentation and Processes: Develop and maintain Service Desk documentation, processes, and procedures, ensuring they are followed consistently.
* Financial Management: Work with ICT management to manage financial costs effectively.
* Service Improvement: Monitor feedback and suggest service improvement plans to enhance service delivery.
* Technical Support: Provide technical support to the Service Desk team and liaise with both in-house and 3rd party support technicians.
* Service Transition: Work with Project and internal IT teams to enable service transition and upskilling of service desk resources.
* On-Call Management: Manage the out of hours Triage On-Call team, providing 24/7 support.
The Successful Applicant
* Proven track record in managing a Service desk team for an enterprise environment.
* ITIL & Agile Frameworks
* Service Level Metrics: Experience in defining and reporting Service Level Metrics (SLAs, KPIs).
* Communication Skills: Strong communication skills throughout the organisation, up to senior levels, and at the right level for both skilled and non-skilled personnel.
* Process Mapping: Proven ability to create and embed processes effectively. For example incident management and joiners, movers and leavers processes.
* Technical Understanding: Strong technical understanding of first and second line Microsoft Windows environment and non-specific application support.
* Management Skills: Demonstrably strong people management skills.
What's on Offer
* A competitive salary around £50,000 - £55,000 per annum.
* A generous benefits package, including pension (20%+) and healthcare
* A supportive and collaborative work environment
* Opportunities for professional growth and development
* The chance to make a significant impact in the public sector
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