A Global Manufacturer is seeking a Service Desk Manager on a full time permanent basis to work onsite in Maidenhead. This role will also require field work.

The Service Desk Manager (SDM) responsibilities will involve but not be limited to :

• Working directly for the Service Director maintaining and monitoring project schedules.
• Day to day management and responsibility of service desk including a team of Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations.
• Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams.
• Participate as a Major Incident Manager process (MIM) for P1 / P2 incidents.
• Track ticket trends in the ITSM toolset, identifying areas for improvement and implementing actions.
• Onboard new services onto the service desk ensuring appropriate training for staff and processes are in place.
• Ensure metrics and KPIs for evaluating service delivery quality and performance levels are formulated, followed, and adhered to.
• Continual service level improvement of processes and procedures; ensuring documentation of all work and processes.
• Act as the liaison for tracking, communicating, and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider).
• Organize, attend, and participate in stakeholder meetings.
• Prepare project plans, summaries, and documentation.
• Provide administrative support as needed.
• Ensure projects adhere to frameworks and all documentation is maintained appropriately for each project.
• Assess project risks and issues and provide solutions where applicable.
• Document and follow up on important actions and decisions from meetings.
• Track and communicate project risk.
• Interface with customers and internal staff regarding project objectives.

J-18808-Ljbffr