Summary: The Service Desk Manager will oversee an outsourced IT Service Desk provider, focusing on enhancing service performance and stability in alignment with ITIL best practices. This role involves managing service level agreements, improving customer satisfaction, and ensuring effective communication between stakeholders. The position is a 6-month contract, requiring a hybrid working arrangement with two days on-site in Leeds. The role is classified as inside IR35 due to the use of an umbrella company.

Key Responsibilities:

• Monitor and manage the performance of the outsourced Service Desk, focusing on SLAs and KPIs.
• Collaborate with the MSP Service Desk Leadership to improve customer satisfaction and address escalations.
• Provide regular reporting on Service Desk performance and continuous improvement initiatives.
• Act as a liaison between the client and the outsourced Service Desk team for effective communication.
• Ensure the Service Desk is informed about changes impacting service quality.
• Work with the Knowledge Manager to maintain and improve knowledge management practices.
• Align continuous improvement efforts with strategic objectives of the organization.

Key Skills:

• Proficiency in ITIL best practices.
• Experience managing an outsourced Service Desk provider.
• Experience leading a Service Desk.
• Familiarity with BMC Helix or similar ITSM platforms, including reporting and dashboards.

Salary (Rate): £500

City: Leeds

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT