Published
18th August 2020
Location
Lincoln
Category
Job Type
Salary
30-50K
Roles
Technology

Description

Our client is a well known not for profit organisation, and are one of the largest care providers in the UK, offering a variety of care, housing and supported living.

They are looking for an IT Service Desk Manager to join their team in Lincoln, to manage the day-to-day delivery of all of their IT Support Services to all of their care homes, offices and staff throughout the company.

What you will be doing:

  • Monitoring and reporting on IT service performance, whilst ensuring SLA targets are met, i.e incident and request targets, KPI’s etc.
  • Building key relationships with a variety of teams across the organisation.
  • Provide leadership to the IT support team, including performance management, 121’s, personal development,
  • Overseeing communications on planned and emergency IT activities
  • Ensuring policy and procedures are adhered to, and managing starters / leavers in line with policies.
  • Manage problem management and ongoing incidents, ensuring effective diagnosis and trend analysis in identifying underlying root causes and facilitating their documentation and resolution.
  • Responsible for the configuration and use of the IT service management tool for reporting and IT metrics production.
  • Support the successful transition of new services into BAU.
  • Demonstrates customer experience is at the heart of the IT support service and challenging and promoting the same in others.
  • Overseeing the delivery of tasks and solutions aligned to the IT Strategy and Roadmap, to support the creation and delivery of future strategies and corporate goals.
  • Manage IT Asset Management and the control of stock levels ensuring that there is clarity over the use and distribution of new, recycled and redundant IT assets.

Skills & Experience:

  • IT related qualification (service management or IT qualifications, e.g. Microsoft Certifications)
  • Other relevant IT qualifications e.g. MBCS, ITIL
  • Experience of managing people and processes within a dynamic and fast-moving IT environment.
  • Experience of team and individual performance management, and able to prioritise and manage own and team workloads.
  • Experience of managing an IT Service Desk function and the processes associated with it.
  • Knowledge and experience of Service Level Agreements, including specification, measurement against targets and improvement
  • Experience of KPI’s creation and team and individual performance management against these.
  • Experience of using an IT Service Management system to manage, allocate and monitor support tasks.
  • Experience of developing and leading an IT Service Desk Strategy.
  • Experience of managing and working with a variety of 3rd party contractors and IT suppliers.
  • Knowledge and experience of IT infrastructure management
Apply
Drop files here browse files ...

Related Jobs

26th September 2020
Python Engineer   Newcastle
26th September 2020
PPC Executive   London
24th September 2020
Solution Architect   Oxford
22nd September 2020
19th September 2020