BRAND NEW-Service Desk Manager-Hybrid

Job Category:
Job Type:
Level of IT Experience:
5-10 Years
North Ireland
Salary Description:
Competitive salary offered
Chapman Tate Associates
Job Ref:

You will be responsible for all aspects of the 24/7 European IT Service Desk, including maintaining relationships with IT Service Desk stakeholders at all levels, and continuously improving the function. A newly created IT Infrastructure and Operations team is part of the shared services centre. Taking ownership of the European Service Desk function and building a world-class team is an exciting opportunity. Managing remote teams and managing operational and project issues will require you to use your tenacity, expertise, and knowledge. You will need to be a leader with experience managing remote teams, a mentor, and an escalation route for operational and project issues. Manage a budget for projects, equipment refresh, and day-to-day purchases, as well as provide input into the direction of the group along with your peers and colleagues.

Main Duties & Responsibilities:
* Be responsible for maintaining and proactively managing the 24/7 european it service desk function
* Lead, build and mentor a european team of senior service desk and service desk analysts
* Ensure robust procedures and practices are developed and maintained driving a culture of service excellence
* Takes ownership of the Major Incident Management Process, ensuring all stakeholders are notified when issues occur
* Develop and manage service delivery, working with all teams across IT to maintain customer satisfaction
* Develop relationships with internal stakeholders
* Take ownership of the Service Desk strategy, working closely with the IT Service Delivery, IT Service Improvement, IT Security and Director of Technology teams to create, align and execute for:
* Service Level Reporting
* Service Desk Key Performance Indicators
* Day to day service operations in the service desk environment
* Knowledge Management
* ITSM Automation

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Contact Details:
Chapman Tate Associates
Contact: Contact

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