ICT Service Desk Manager
Posted 4 days ago by Venesky Brown
£195 Per day
Inside
Hybrid
Scotland, United Kingdom
Summary: The ICT Service Desk Manager role involves overseeing the service desk operations for a public sector organization in Scotland, with a focus on managing service requests and implementing performance metrics. The position is initially for three months with the possibility of extension and requires hybrid working arrangements. The candidate will be responsible for conducting GAP analysis and providing recommendations for service improvements.
Key Responsibilities:
- Provide Service Desk Management support.
- Perform GAP analysis on the ICT Service Desk and review recommendations on KPIs, SLAs, Reporting, Staffing Model, ITSM tool, and management of service requests.
Key Skills:
- Educated with a degree in IT, Business Management, or related field, or holds equivalent professional IT qualifications or industry experience.
- Significant experience in an ICT service or support function with proven ability to manage service desk functions.
- Experience in incident management across varying technologies.
- High familiarity with concepts, standards, technology, tools, procedures, hardware, software, and services for delivering IT services.
- Knowledge of legislation, best practices, and procedures surrounding IT.
- Experience in Change management of applications, end user devices, network infrastructure, and telecommunications in an ITIL compliant environment.
- Qualified in ITIL service management (desirable).
- Experience using/developing SysAid ITSM tool (desirable).
Salary (Rate): £195.09/day
City: undetermined
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Venesky-Brown’s client, a public sector organisation with various locations across Scotland, is currently looking to recruit a ICT Service Desk Manager for an initial 3 month contract with option to extend on a rate of £195.09/day PAYE – working 37 hours per week (09:00 to 17:00, Monday to Friday, however service desk is 24/7 so some evening / night / weekend shifts may be required). This role will be hybrid working.
Responsibilities:
- Provide Service Desk Management support.
- Perform GAP analysis on the ICT Service Desk and use their experience to review and provide recommendations on implementation of KPIs, SLAs, Reporting, Staffing Model, ITSM tool, and effective management of all service requests.
Essential 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.
Desirable Skills:
- Qualified in ITIL service management
- Experience of using / developing SysAid ITSM tool.
If you would like to hear more about this opportunity please get in touch.