Not currently receiving applications. For agency users and internal applicant, please login, or register.
Job Title
IT Service Desk Manager - 12 Month FTC
Closing Date
03-Jun-2024
Department
IT
Job Location
Bristol
Role
Business Services
Description
Osborne Clarke are looking for an IT
Service Desk Manager to join our Bristol office on a 12 month
fixed-term contract basis. The next 12 months will be a period of
significant change as we look to enable the successful
implementation of Service Now.
As Service Desk Manager your primary
responsibility is to lead the IT Service Desk team, with an emphasis
on fostering a customer first approach, developing the skills and
capabilities of the team to become knowledgeable in IT Service
Management and leveraging service desk tools and software.
The role
The Service Desk Manager will be
responsible for managing service desk staff and any associated
service providers, developing skills and motivating team members to
deliver high quality and consistent support services . Other key
responsibilities include:
Team Management: Leading and managing a team of
support Analysts and 3rd party resources, ensuring they are
adequately trained, motivated, and equipped to handle user inquiries
and technical issues effectively. Responsible for personal
development and managing performance of staff
Service Delivery: Responsible for ensuring that
service level agreements (SLAs) are met or exceeded. This involves
monitoring service desk performance, analysing metrics and trends,
and implementing improvements to enhance service delivery, including
dealing with forecasting demand
Incident and Request Management: Overseeing the
handling of incidents and service requests, ensuring timely
resolution and customer satisfaction. Responsible for engaging on
major and minor incidents to ensure that business is not materially
impacted or risk is significantly reduced
Technical Expertise: While not always required,
having a strong technical background can be beneficial for
understanding complex issues and providing guidance to the team when needed
Continuous Improvement: Responsible for driving
continuous improvement initiatives within the service desk, such as
implementing new tools or technologies, streamlining processes, and
enhancing the overall customer experience. They will be responsible
to engaged on the ITSM project to ensure that the Service Desk adopt
ITSM service model
Reporting: Preparing regular reports on service
attainment and service desk performance in detail, including key
metrics such as response times, resolution rates, and customer
satisfaction scores, to management and other stakeholders and to
respond accordingly
Compliance and Security: Ensuring compliance with
relevant internal policies and procedures, as well as responding to
incidents of criticality
We are looking for
Strong leadership and team
management skills
Excellent understanding of IT
service management principles and frameworks, most notably ITIL
Experience in managing service
delivery in a complex and dynamic business environment
Strong problem-solving and
decision-making skills
Excellent communication and
stakeholder management skills
Knowledge of ServiceNow is
beneficial, but not essential
Salary and benefits
We offer competitive salaries and
generous benefits
For more information or to apply
We would very much welcome your
application using the link provided. Should you have any questions
about the role, or would like to find out more about the firm,
please contact Dan Jones or Tim Jenkins at dan.jones@osborneclarke.com or tim.jenkins@osborneclarke.com.
At Osborne Clarke we value difference
and encourage applicants from all social backgrounds, ethnicities,
disabilities, gender identities, and sexual or romantic
orientations. We want everyone to feel that OC is a place where you
can be yourself and where you belong, and our range of interest
groups and diversity networks - not to mention
our great teams - are a part of making that a reality.
Being an inclusive employer is important to
us and we are committed to ensuring every applicant's recruitment
experience is free from unnecessary barriers. We have made a number
of external commitments such as the Race Fairness Commitment and
Women in Law Pledge, and are working with organisations like
Stonewall to become a more inclusive employer. We want you to be
able to show us your best during the recruitment process. If you
require any adjustments to be made during the
application, interview process or when working with us, please let
us know.
If you have a dis/ability+, to
include physical disability, hidden disability, long-term health
condition or neurodivergence and meet the requirements listed in
this job advert, we would be delighted to offer you a guaranteed
interview. We want you to be able to show us your best during the
recruitment process.
We support working families via a
range of family and caring friendly policies and will accommodate
flexible working where we can. We value the health and wellbeing of
our people: for example, we're signatories to the Mindful Business
Charter, have an active network of mental health champions and offer
free initiatives and flexible
benefits to all our people.
Although we include closing dates for
our roles as a guide, we review and progress applications on a
rolling basis.
*Services in India are provided by a relationship firm