Summary: The role of Service Desk / Incident Manager involves leading a Level 4 Service Desk team to manage incident support for an operational user base. The manager will enhance the service desk's reputation by developing best practices and ensuring timely incident resolution. This position requires extensive knowledge of incident management and ITIL processes, along with strong leadership and communication skills. The role is fully on-site in Corsham and requires SC or DV clearance.

Key Responsibilities:

• Lead and manage a Level 4 Service Desk team, ensuring effective incident resolution.
• Enhance service desk reputation through development of best processes and practices.
• Act as a Subject Matter Expert (SME) on service desk products and their updates.
• Monitor service desk operations to ensure timely incident management.
• Support recruitment and training of service desk staff.
• Provide reports and statistical analysis of service desk operations.
• Identify and address training needs for team members.
• Maintain customer communications and improve areas needing attention.
• Ensure compliance with ITIL service management processes.

Key Skills:

• Extensive knowledge of the Incident and Major Incident Lifecycle.
• Experience in ITIL service management processes, specifically Incident, Knowledge, Problem, and Change Management.
• Recent experience in an IT Service Desk / Help Desk environment.
• Working knowledge of Remedy.
• Advanced written and verbal communication skills.
• Ability to think strategically and assess risks.
• Experience in customer service provision and team leadership.
• Ability to obtain DV clearance.

Salary (Rate): 480

City: Corsham

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT