Job details

As a Service Desk Manager your main responsibilities will be: 

• Act as the senior escalation for all issues, embedding a robust review and feedback mechanism for all interactions received. Establish and maintain excellent relationship with key stakeholders and acting as the first level of escalation.
• Creating efficient and cost-effective resourcing of the functions, including shift and/or rotas.
• Managing the Service Desk working to prioritise workload and ensure the service operates in line with SLAs and driving to exceed user expectations and needs.
• Working with the Head of User Support and Head of 2nd Line Support to shape and enhance the service offer, developing a clear and measurable roadmap for transformation and continuous improvement.
• Providing collaborative leadership of the Online support functions, managing and developing the team and individuals to create a high-performing team.
• Reviewing the operation, activities, and processes to embed a culture of continuous improvement.

You’ll have relevant experience in:

• Experienced with ServiceNow
• Previous experience transforming and managing Service Desks, including in large complex organisations; leading a team providing support across a wide range of systems, products and tools.
• Excellent knowledge IT Service Management frameworks such as ITIL and the role of Service Desks in managing and supporting services and their users.
• Ability to engage with both technical and non-technical stakeholders, to build strong working and interpersonal relationships.

If this role sounds like something that you would be interested in, please click the link to apply or get in touch with Lewis.hamber@publicsectorresourcing.co.uk

DE&I commitment

Department for Education guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group.

Department for Education guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.

If you qualify for the above, please notify us on PSRapplications@publicsectorresourcing.co.uk.

We will be in touch to discuss your suitability and arrange your Guaranteed Interview.

Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let me know.

In applying for this role you acknowledge the following, this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.

Please be aware that this role can only be worked within the UK and not Overseas.