Service desk manager

Service desk manager | Gloucester| £54,000

Your new role

You will act as a single point of contact for customers and users. Manage service requests within the agreed SLAs Raise all incident tickets to the service management toolset and speak with relevant teams to ensure proper service. Work with 3rd party suppliers. Perform troubleshooting and incident resolution Escalate incidents and service requests. Provide leadership to the team and guidance where needed Follow ITIL processes. What you'll need to succeed

Experience managing or leading a team. Customer service experience and experience working in a fast-paced environment. Experience with MS Windows, Citrix, Unix, Telephony, Networking. Certification or awareness of ITIL V3. Experience with Service-now, end-user computing and productivity experience. Understanding of IT infrastructure and desktop support.

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