Job Reference: BBBH41854
Job Duration:
Start date: ASAP
Description:
My client a leading Private Equity owned IT MSP and Azure Expert Partner is seeking a senior hire to lead their Service Desk function which provides 1st and 2nd line support to all oftheir clients. You will be reporting into the COO on the Board and will have 2-3 direct reports who lead the operational teams delivering the service desk service to clients.
You will have led a busy service desk (c50-60 people) across multi-sites and you will be tasked with improving and implementing a number of new change programmes. Principally you will be reviewing and improving the existing people, process and tooling used to support the service desk life cycle and make the appropriate changes introducing software to reduce repeatable and avoidable tickets and improving customer satisfaction delivered by the service desk.Included in your area of responsibility will be above the 1st and 2nd line, the Incident, Change and Problem resolution teams all ITIL focused and 3rd line operations supporting the escalation calls for their Cloud, cyber security and networking managed services customers. Improving client experience and driving the NPS score is key and you will be able to clearly talk through howyou have achieved this before (what did you pick up, review, change and improve).
Any escalations / P1's will be yours to report and lead on to the exec team and able to take the key process's and guide from ITIL V3 and 4 is key here. You will demonstrable excellent leadership skills of large teams of people across service desks, engineering and or technical delivery teams, using data driven improvements and ITSM solutions like ServiceNow or similar.
Location is UK based with some travel to offices where the teams are placed, the role is offering c£120,000 + 25% bonus + excellent benefits and reports into the exec board of afast growing IT services business. Please send your CV asap.
Industry: IT
Salary: £110000 - £120000 per annum + 25% bonus
Salary Benefits: 25% bonus
Vacancy Type: Permanent
Job Skills: service desk director managed services
Contact Name: Robert Taylor
Website: -
Direct Application URL: -