IT Service Desk Manager – 2nd Line – Coventry

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IT Service Desk Manager – 2nd Line – Coventry

Service Desk Manager / Service Desk / 2nd line / SLA / ServiceNow / SharePoint / MS Office / ITIL

IT Service Desk Manager required for leading engineering group based in Coventry to be responsible for managing a UK wide 2nd line deskside support team providing support to VIP and normal business users across a multi-site environment. This is to support a complex environment which will include resolving incidents, completing service requests and assisting project teams where required for software, hardware, network and various applications. Strong emphasis on day to day team management to help exceed departmental SLA targets as well as staff development.

IT Team Leader / Service Desk / 2nd line / SLA / ServiceNow / SharePoint / MS Office / ITIL

Key Responsibilities

  • Monitor UK 2nd Line ServiceNow queue and assign Incidents/Service requests to relevant resources.
  • Run weekly Performance analytics dashboard, review SLA achieved results. Identify individuals where improvements are required and then work with them to initiate requirements to help achieve/exceed SLA targets.
  • Review incidents that have breached SLA in the 2nd Line team and take appropriate action to address causes for breaches.
  • Technically support 2nd line team members with escalated incidents by performing technical assessments, attempt to troubleshoot incidents and isolate faults in accordance with Service Level Agreements.
  • Support Major Incident Management during high priority incidents and problem tickets which require 2nd Line assistance.
  • Manage team quarterly and annual appraisals

Key Skills

  • Excellent customer service skills and experience of technical support in a Windows environment including desktops, laptops, printers, desktop software, applications and tools.
  • team management experience with particular focus on SLA management, 1-2-1’s, PDP’s and training matrix.
  • Experience of troubleshooting/supporting technologies such as NetBackup/MDT and SharePoint.
  • Must have previous experience of having worked in a large organization supporting 10,000+ user base across various locations.
  • Outstanding MS Office skills (Word, Excel, Outlook, PowerPoint, Visio, and others).
  • Experience of supporting smart devices such as MS Surface Pro and iPad/Mobiles.
  • Smart presentable with strong oral and written communication skills.
  • ITIL V3 Awareness

IT Team Leader / Service Desk / 2nd line / SLA / ServiceNow / SharePoint / MS Office / ITIL

The salary my client is offering for this position is between £35,000 and £38,400 per annum depending on experience.

Interested?! Send your up to date CV to Claire Ingram at Crimson for review

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Crimson are acting as an employment agency in regard to this vacancy

IT Team Leader / Service Desk / 2nd line / SLA / ServiceNow / SharePoint / MS Office / ITIL

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