SC Service Desk / Incident Manager
Posted 7 days ago by 1760088129
£480 Per day
Inside
Onsite
South West
Summary: The role of Service Desk / Incident Manager involves leading a Level 4 Service Desk team, focusing on incident management and enhancing service desk reputation. The position requires extensive knowledge of incident lifecycle management and the ability to oversee technical engineers in providing top-tier support. The manager will also be responsible for developing best practices and ensuring timely incident resolution while maintaining high customer service standards. Candidates must possess relevant ITIL experience and the ability to obtain necessary security clearance.
Key Responsibilities:
- Lead and manage a Level 4 Service Desk team.
- Oversee incident management and major incident lifecycle.
- Enhance service desk reputation through best practices and procedures.
- Monitor service desk operations for timely incident resolution.
- Act as a subject matter expert on service desk products and updates.
- Support recruitment and training of team members.
- Provide reports and statistical analysis of service desk operations.
- Identify training needs to stay current with industry technology.
- Manage work schedules to ensure operational output.
- Maintain excellent customer communication and follow-up.
Key Skills:
- Extensive knowledge of ITIL service management processes.
- 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 resolving technical issues related to applications and systems.
- Leadership skills in customer service provision.
- Ability to obtain DV clearance.
- Experience in developing processes and procedures for service improvement.
- Attention to detail and ability to monitor service desk operations.
Salary (Rate): £480 daily
City: Corsham
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Service Desk / Incident Manager
Target Start Date: ASAP
Target End Date: 31/03/2026
Rate: DAY £480 Inside per day
Location of role: Corsham , Fully on site
Clearance Required: SC OR DV
Working Pattern (Mon-Fri, Shifts, on-call): MON-FRI
We are seeking an experienced Service Desk Manager to lead a well-established Level 4 Service Desk .This position is for an experienced and well-versed Service Desk Manager with extensive knowledge of the Incident and Major Incident Lifecyle. You will have oversight of a team of highly experienced and technical engineers who will be supporting you to manage the capability at the top tier of incident support to an Operational focussed user base. Within this role it will be your job to enhance the reputation of this Service Desk to the wider community, including the development of best processes, practices and procedures in line with the Customer's Incident Management Strategy
Mandatory skills:
* Resolution of technical issues related to computer applications, services and/or operating systems and devices.
* Act as an SME on not only the specific service desk products but also on their updates, upgrades as well as their limitations.
* Lead on customer service provision, satisfying customer needs whilst depending on their team to provide knowledgeable and applicable advice to customers in a professional manner.
* Monitor service desk operations in order to ensure Incidents are addressed in a timely manner, as well as serving as the service desk liaison to major business-impacting initiatives.
* Lead the - Service Desk team, including the provision of support to the recruitment and screening of applicants and participate in the interview process.
* Support the development of processes and procedures to improve the quality of support that their team delivers.
* Monitor customer communications and follow-up in the areas in which communications need improvement.
* Identify training needs and requirements in order to stay up-to-date with the most current and relevant industry technology and processes.
* Manage work schedules in order to ensure that sufficient employees are available and operational output and support can be sustained.
* Provide reports and statistical analysis of all aspects of Service Desk operations.
* Knowledge and recent experience of ITIL service management process and practices, specifically Incident, Knowledge, Problem and Change Management.
* ITIL v3 or v4.
* Recent experience of working within an IT Service Desk / Help Desk environment.
* Working knowledge of Remedy.
* Ability to think strategically and assess risks and impacts associated with an evolving environment.
* Advanced written and verbal communication skills, with excellent attention to detail.
* Obtained or able to obtain DV clearance.
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.