Global Service Desk Manager
Clearwater People Solutions Ltd Careers • Birmingham, West Midlands, UK
10 days ago
Job description
Our client is currently recruiting for a Global Service Desk Manager to lead their global Service Desk Function. The Global Service Desk Manager must have experience of managing a team that supports global users previously and will act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.
This is a hybrid based role, 3 days onsite in Birmingham / 2 days remote.
Key Responsibilities for the Global Service Desk Manager
- Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
- Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
- Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.
- Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
- Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
- Implement and maintain ITIL best practices for the delivery of Service Desk function.
- Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
- Collaborate with the ITSM team to support business users with incident and service requests.
- Collaborate with o...