Service Desk Manager
Posted 3 days ago by Venesky-Brown
£350 Per day
Inside
Undetermined
North Lanarkshire, UK
Summary: The Service Desk Manager role at a public sector organization in Edinburgh involves overseeing the resourcing and development of the service desk team and coordinating service transition activities. This position is initially for a 3-month contract and requires a strong focus on customer service improvement and data analytics. The role is based in North Lanarkshire and is classified as inside IR35.
Key Responsibilities:
- Responsible for the resourcing and development of the team, including the preparation and co-ordination of service transition activities.
Key Skills:
- Ability to track, log and correct information to protect assets and components.
- Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
- Translate lessons learnt into continual service improvement and oversee customer service functions.
- Use data analytics skills to enhance business performance.
- Accountability for issues and proactive problem-solving.
- Initiate and monitor actions to investigate patterns and trends to resolve problems.
- Establish coherent frameworks that work.
- Level 3 service management framework qualification and knowledge of ITIL lifecycle elements.
- Understanding of core technical concepts related to the role.
- Collaborate with user researchers and represent users internally.
Salary (Rate): £350 per day
City: North Lanarkshire
Country: UK
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Venesky-Brown's client, a public sector organisation in Edinburgh, is currently looking to recruit a Service Desk Manager for an initial 3 month contract on a rate of £350/day (Inside IR35). This role will be based in North Lanarkshire.
Responsibilities:
- Responsible for the resourcing and development of the team, including the preparation and co-ordination of service transition activities.
Essential Skills:
- You can track, log and correct information to protect assets and components
- You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
- You can translate lessons learnt into continual service improvement, oversee the full range of customer service functions, including reviewing customer service satisfaction and investigate which processes can be automated and the ways to automate them
- You can use data analytics skills to make decisions that enhance business performance
- You can take accountability for issues that occur and be proactive in searching for potential problems and achieve excellent user outcomes
- You can initiate and monitor actions to investigate patterns and trends to resolve problems, effectively consult specialists where required, determine the appropriate resolution and assist with its implementation and determine preventative measures
- You can take inputs and establish coherent frameworks that work
- You can show you have a Level 3 service management framework qualification and demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
- You can understand the core technical concepts related to the role, and apply them with guidance
- You can collaborate with user researchers and can represent users internally, explain the difference between user needs and the desires of the user, champion user research to focus on all users, prioritise and define approaches to understand the user story, guiding others in doing so and offer recommendations on the best tools and methods to use
If you would like to hear more about this opportunity please get in touch.