Overview
IT Service Desk Manager Manchester based (hybrid)
Contract role 2 months (short term)
Essential Qualifications
* ITIL Practitioner V3/4 or ITIL Service Management;
Essential Skills and Experience
* Demonstrable leadership skills evidenced by an ability to identify and adopt appropriate management and leadership strategies and styles to suit specific situations;
* Excellent customer service and negotiation skills;
* Effective communicator at all levels of an organisation using a variety of media;.
* Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services;
* Experienced in establishing high performing teams and engaging staff in effective delivery of services;
* Building a scalable, technically adept IT Support team that is underpinned by customer focussed culture;
* Drive adherence to ensure Service levels are achieved and exceeded, proved through robust and trusted reporting and continuous monitoring of all aspects of the Service Desk;
* Ensure all Service Levels, Critical Success Factors and KPIs are adhered to, monitored, and reported on;
* Developing an incident/problem management framework;
* Significant previous experience in ITIL Support / Service Desk Management;
Additional Desirable Qualifications
* Relevant Degree in an IT related subject or equivalent level of knowledge gained through experience and further training/development;
* MCSE or equivalent.
Additional Desirable Skills and Experience
* In-depth experience of Service support solutions, processes, and technologies;
* Demonstrable experience of automating and driving self service solutions;
* Strong Support experience working in a support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it;
* Develop knowledgebase process and educate global support team on best practices;
* Experience of working on technology transformation programmes within the healthcare sector
* Effective and persuasive communicator, including the ability to communicate complex ideas to a range of audiences and to generate trust and confidence in individuals at all levels within the organisation
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