Duties:
Managing a team of Service Desk Analysts, Level 2 Service Desk Engineers, and Team Leaders supporting a base of global customers
Teams are supporting a wide range of customers across the following technologies (Networking Cisco Servers, HP / Dell, IPT, Cisco Desktop, HP, Lenovo, Dell
Ensuring team remain focused and motivated to achieve the SLA / KPI that are in place
Performing high levels of customer satisfaction
Continual Service Improvement must be core to the ethos of the team
Reporting into Support Service Director, based in the UK

Requirements:
5-7 Years managing a Service Desk in an IT Services environment
Customer Management, leading Post Incident Reviews and Escalation communications
Field Operations scheduling or Command and Control team management
ITIL Qualification and experience
Experience in reviewing and writing processes and procedures
Demonstrate continuous services improvement approach
Knowledge of Remedy or similar IT Service Management Systems
Willing to work UK hours (09:00 – 18:00)
Effective communication - both Verbal and Written
Incident Management skills
Process review and improvement
People Management and Development skills