Head of Service Desk Full Time

McGregor Boyall

Head of Services Desk, SLA’S, ITIL, Process, Team Player, Mentoring, MSP, KPI’S

A leading provider of Managed Services is seeking a proven Head of Services Desk with an eye for detail and leading from the front.

The role:

Team leadership and management

Lead from the front – bring clear direction for the service excellence team

Maintain focus and structure around your work

Influence actions and encourage accountability

Champion and lead the ITIL service support function.

Develop, own and adapt the IT service strategy and roadmap with ITIL principles at its core

Role model and inspire your team – demonstrate what ‘good’ looks like by building morale, promoting and instilling the core company values and culture.

Day to day line management o Line manage the team leaders – develop strong leaders around you, listen and steer the decision making

Create and develop reliable, technically skilled and customer focused teams

Deliver weekly performance reports (sourcing data from your Team Leaders as required), for example:

Team KPIs

Delivery against First Time Fix, OLAs and SLAs

Service desk and field resource utilisation statistics

Manage resource needs in timely manner

Work with your Team Leaders to manage the Service Desk and Out of Hours (OOH) rota

Proactively collaborate with Team Leaders to plan all resource requirements

Collaborate with the Recruitment Manager to identify and manage the best resourcing solutions that will provide effective scalability

Work with the Team Leaders to identify how to reduce incident volumes and drive improved service to our clients

Act as the escalation point for client support matters.

Proactively respond to client queries (ie, major complaints and/or urgent requests) in a professional, timely and sensitive manner

Follow up on client feedback – ensure the client is given the opportunity to voice concerns and/or provide suggestion for service improvement

Create service desk reporting packs for client review meetings and assist Account Managers in preparing continual service improvement plans and service performance meetings.

Skills/qualifications:

ITIL Practitioner

Evidence of effective leadership, coaching and developing staff in a fast-paced service desk environment

Excellent grasp of prioritisation across multi-level support team

Evidence of setting effective KPIs and transforming service desk function Personal qualities

Professional with gravitas to influence at all levels

Managed Services/ISP preferred but not essential

Fluent spoken English – confident speaker with gravitas at senior level

Head of Service Desk, SLA’S, ITIL, Process, Team Player, Mentoring, MSP, KPI’S,

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.