SERVICE DESK MANAGER
- Location:
- Worcestershire jobs
- Salary:
- unspecified
- Company:
- OGL Computer Services Group
- Job type:
- Permanent jobs
- Date posted:
- 21/11/2009 22:00
- Job id:
- 45787184
- Contact:
- Dawn Baldwin, HR Manager
- Ref:
- Totaljobs/SDM/TJ/10 /09
SERVICE DESK MANAGER
We’re looking for an exceptional Service Desk Manager to join our Managed Services Division. We require a dynamic individual who can manage a team to deliver remote and telephone support services to our customer base against SLA’s (Service Level Agreements) in a professional and cost effective manner.
Main Duties:
The main purpose of the role is to lead, motivate and maximise the performance of the Helpdesk, to ensure that agreed KPI’s (Key Performance Indicators) are met and exceeded in a cost effective manner. To promote proactive service improvement based on the feedback from the SLA performance and our customers.
Skills and Experience required:
The successful candidate will have substantial IT experience gained within a number of organisations. Professional and confident customer facing skills is paramount, with experience of managing a Service Desk operating to tight key performance indicators (KPI’s). ITIL qualification preferred, or understanding of ITIL methodology.
Proven man-management experience of technical employees, including all day to day line management tasks, such as identify training needs and developing personal development plans, managing sickness absence and welfare issues, annual reviews, appraisals and staff disciplinary procedures.
Technical knowledge of Windows, VMware, Citrix, IT infrastructure, VPN technologies, routing, plus 3rd party products such as Aventail, Finjan and WatchGuard.
Monitor on-going departmental performance against key performance indicators. Analyse data and implement corrective and preventative actions.
The successful candidate will naturally strive to learn new skills and understand new products and technologies. Continually seek and develop opportunities to improve work performance and outputs of the Department.
Manage customer escalations, liaising with internal and external customers and suppliers to ensure an effective solution is provided to our customer.
Provide a detailed monthly report analysis against KPI’s.
About OGL
OGL offers support services to a large number of SME businesses. We supply, install and support products from world leading partners including HP (Preferred Partner), Microsoft (Gold Partner), Kaspersky (Outstanding Achievement Award), Finjan, WatchGuard (Professional Partner), Citrix and VMWare (Enterprise Partner).
This is an excellent career opportunity with an attractive salary package, including private healthcare, 33 days holiday and a professional working environment.
Interested? Then please forward your CV to careers@ogl.co.uk, including details of your salary aspirations.
