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A leading technology consultancy specialising in user innovation and experience

Service Desk Manager

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  • Articulate with excellent written and spoken English.
  • Customer focussed approach
  • Strong people manager, able to lead and grow the Service Desk
  • Excellent MS Office Skills
  • Strong experience in ITIL processes and ITSM toolsets.
  • Experience in Jira including administration and reporting.
  • Strong data analysis skills and attention to detail.
  • Able to provide accurate progress/status reporting to senior management raise risks and issues as appropriate
  • Articulate problems clearly and concisely, identifying challenges in their resolution.
  • Create & maintain strong working relationships with other members of the support team and the wider technology organisation so that the overall function operates professionally and maintains a delivery focus.
  • Engage professionally with customers when required.
  • Participate in team activities and team planning with the aim of improving team skills, awareness and quality of work within agreed timescales
  • To understand and comply with internal departmental processes and standards

Key Requirements

  • Experience managing the delivery of support services both internally and externally - this would include management of service desk, infrastructure and application support.
  • Experience driving internal change processes within an organisation and overseeing service transition during key projects, whilst ensuring business and IT continuity.
  • Experience dealing with a variety of stakeholders from supplier meetings to service reviews.
  • Experience in managing SLA's and ensuring technology in place to support the delivery of excellent customer service.
  • Knowledge of information security and how to ensure compliance whilst delivering an excellent service offering.
  • ITIL (V3) Foundation qualified
  • Experience running a 24x7 Service Desk including resourcing and shifts.
  • Capable of reasoning and thinking through problems and be able to independently and jointly develop desired solutions.
  • Self-motivated and willing to "do what it takes" to get the job done
  • Strong problem solving and analytical skills with the ability to clearly communicate and share solutions with fellow team members
  • Excellent written and verbal communication and presentation skills

What you will be doing?

  • Reporting in to the Head of Managed Services you will manage the delivery of 24x7 service offering, ranging from internal infrastructure support to end user ‘client’ application support.
  • Ensuring Incidents, Problems, Changes and Service Requests are logged and progressed through their respective ITIL process to appropriate support consultants.
  • Manage provision of internal & external reporting requirements including SLA, Aging & Customer Satisfaction.
  • Supporting Service Transition of new clients or projects into Managed Services
  • Own and manage the ITSM Service Desk tool (create & maintain clients and process configuration).
  • You will meet with various stakeholders including clients supporting Delivery Managers providing service reviews to ensure optimum satisfaction.

Keytree offers a really strong team ethos and excellent opportunities for professional development. The successful candidate will possess excellent communication skills, be used to working to deadlines, will be enthusiastic and both a self-starter and a team player.

This is a permanent role offering a highly competitive salary based in our Port Talbot Office.

No third party applicants

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