Summary: The role of Service Desk / Incident Manager involves leading a Level 4 Service Desk team, focusing on enhancing incident management processes and customer service. The position requires extensive knowledge of the Incident Lifecycle and ITIL practices, with responsibilities including team oversight, process development, and operational monitoring. The successful candidate will also be responsible for managing technical issues and ensuring timely incident resolution for an operational user base. Security clearance is required for this position, reflecting its sensitive nature.

Key Responsibilities:

• Lead and manage a Level 4 Service Desk team, ensuring high-quality incident support.
• Enhance the reputation of the Service Desk through best practices and procedures.
• Monitor service desk operations to ensure timely incident resolution.
• Act as a Subject Matter Expert (SME) on service desk products and their limitations.
• Support recruitment and training processes for team members.
• Provide reports and statistical analysis of Service Desk operations.
• Identify and address customer communication needs for improvement.
• Manage work schedules to maintain operational output.
• Ensure compliance with ITIL service management processes.
• Obtain or maintain DV security clearance.

Key Skills:

• Extensive knowledge of the Incident and Major Incident Lifecycle.
• Experience in ITIL service management processes (Incident, Knowledge, Problem, 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 in a dynamic environment.
• Experience in customer service provision and team leadership.
• Attention to detail and ability to monitor service desk operations effectively.
• Capability to identify training needs and improve team performance.
• 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