ICT Service Desk Manager
Posted 4 days ago by 1751692939
£186 Per day
Inside
Hybrid
Glasgow
Summary: The ICT Service Desk Manager role is a 3-month contract position requiring hybrid work in Glasgow, with some evening and weekend commitments. The manager will oversee service desk operations, conduct GAP analysis, and implement improvements in KPIs, SLAs, and reporting. This position demands significant experience in ICT service management and a strong understanding of IT service delivery standards. Candidates must also be willing to obtain a Basic Disclosure Scotland.
Key Responsibilities:
- Provide Service Desk Management support.
- Perform GAP analysis on the ICT Service Desk.
- Review and provide recommendations on implementation of KPIs, SLAs, Reporting, Staffing Model, ITSM tool, and effective management of all service requests.
Key Skills:
- Educated with degree in IT, Business Management, or related field, or holds equivalent level of professional IT qualifications. Or equivalent industry experience in this field.
- Significant experience of working in an ICT service or support function with proven ability of managing service desk functions.
- Experience of incident management across varying technologies.
- High level of familiarity of the concepts, standards, technology, tools, procedures, hardware, software, and services in use for delivering IT services is required.
- High level of knowledge of legislation, best practices and procedures surrounding IT.
- Experience of Change managing applications, end user devices, network infrastructure and telecommunications systems and services in an ITIL compliant environment.
Salary (Rate): £186 per day
City: Glasgow
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
ICT Service Desk Manager| 3 Months (Inside IR35)| Hybrid (Glasgow)|
Harvey Nash's Client is recruiting for a ICT Service Desk Manager on a 3 month contract. This role will require some evening and weekend work.
Main Responsibilities
Provide Service Desk Management support.
Perform GAP analysis on the ICT Service Desk.
Use experience to review and provide recommendations on implementation of KPIs, SLAs, Reporting, Staffing Model, ITSM tool, and effective management of all service requests.
Key Skills
- Educated with degree in IT, Business Management, or related field, or holds equivalent level of professional IT qualifications. Or equivalent industry experience in this field.
- Significant experience of working in an ICT service or support function with proven ability of managing service desk functions.
- Experience of incident management across varying technologies
- High level of familiarity of the concepts, standards, technology, tools, procedures, hardware, software, and services in use for delivering IT services is required.
- High level of knowledge of legislation, best practices and procedures surrounding IT.
- Experience of Change managing applications, end user devices, network infrastructure and telecommunications systems and services in an ITIL compliant environment.
This role falls inside of IR35 and is hybrid working with the expectation to attend the Glasgow office a 2 days a week. This role will also require evening and weekend work due to the nature of the role. Please note that for this role you must have or be happy to get a Basic Disclosure Scotland. To apply please send your CV using the link.