IT Service Desk Manager
IT Service Desk Manager- Luton- 6 Month FTC- £45,000 pro rata We are currently recruiting an IT Service Desk Manager to support our growing business. We are looking for a talented individual who has proven experience of managing an onsite Technical Support Team. You will lead the Technical Service Desk and ensure high levels of client satisfaction are achieved. What is the IT Service Desk Manager responsible for?: - Providing line management to a tam of 1st Line Support Analysts - Conduct weekly service review meetings with customer - Manage the operational performance of teh Service Desk ensuring that the desk is properly resourced and that contractual service levels are maintained for its customers - Act as a role model and coach to support, direct and counsel individuals to continuously challenge themselves to achieve greater levels of performance and customer satisfaction? - Proactively review areas impacting operational efficiency ? - Monitor team performance levels and identify and resolve any tickets in "jeopardy" of achieving contracted service levels and ensure individual action plans are in place to recover performance What Competencies / previous experience do you need to have to be considered? Proven experience of working as a Service Desk Manager ITIL foundation or above- ideal Proven experience of working for a Managed Service Provider Working hours- Monday to Friday 0900- 1730 Free car parking About ESP ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are head-quartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs in Hong Kong, Singapore, Trinidad, Chicago and Mexico. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic. We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients. Sound Interesting? Please apply today for a quick response.