Service Desk Manager

Triumph Consultants are looking for a Service Desk Manager to lead the day-to-day operation of the Technology Services Service Desk function across L1, L2 and L3 support teams. Contract is for 7 months in Chichester.

Hybrid working once training is complete

Key requirements:

• Significant experience managing Service Desk, IT Operations or Technical Support teams in a customer-facing environment.
• Strong leadership, people management and service management skills.
• Experience managing service performance, workforce planning, incident management, service requests and knowledge management within an ITIL-based environment.
• Experience using ITSM platforms such as Halo, ServiceNow, Ivanti or equivalent.

Key responsibilities

• Lead the day-to-day operation of the Technology Services Service Desk function across L1, L2 and L3 support teams.
• Accountable for service quality, customer experience, workforce planning, rota management, service performance, incident management, service request management and knowledge management.
• Work collaboratively with technical teams, resolver groups and third-party suppliers to ensure effective service delivery and continual service improvement.
• Support major incident response, operational governance and performance reporting.

We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.

If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.