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Service Desk Manager - Specialist Digital Agency job in Edinburgh

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Job Ref:  204637414
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Edinburgh
Post Code:  EH3
Salary:  £28000 - £35000/annum benefits
06/10/2016 03:44
A company that specialises in creating digital strategies, software and experiences by solving business challenges for international brands and UK Government are currently searching for an Experienced Service Desk Manager to join their offices in Edinburgh.

Essential Experience:

* 5+ years' experience in a Senior service desk role
* Line management experience of Service Desk Analysts
* Knowledge of software application development and software development lifecycle
* Experience of working in a client interfacing role
* Administration, setup and operation of JIRA Service Desk within an Atlassian based software development toolset
* ITIL Practitioner

Duties and responsibilities include:

* Working with Senior Management to establish the working practices and processes of the Service Desk function
* Accountable for ensuring Service SLA's for clients are adhered to and reported both internally and externally
* Provision of both internal and external reporting, providing full visibility of service levels, volumes of work and resource utilisation
* Continuous development of customer support policies, internal supporting processes and standards, putting continual service improvement processes in place and tracking progress against key metrics
* Working with client account managers to ensure consistent and achievable/supportable service packages are offered to clients
* Identify areas for improvements using collated MI to minimise potential service failures, highlighting risks and issues where necessary and recommending remedial actions to improve service reliability
* Build and maintain positive client and internal team relationships, delivering difficult messages with clarity and diplomacy and operating with full transparency
* Manage resource allocation and provision to ensure the contractual level of service is provided to each client, whilst maximising utilisation of resources across the business
* Manage direct reports, providing formal and informal development, coaching and support in their role
* Ownership and management of the change process and CAB meeting, ensuring decisions are made in a timely way, fully documented and the process enforced and understood
* Ownership of any release and deployment plans, ensuring roll out across the business and full visibility to al staff across the business
* Promote adoption of industry best practice, processes, tools and models, role modelling behaviours across teams and implementing change where it is required to strengthen the business
* Manage supply chain conversations, showing empathy with stakeholders , operating within the remit of our contracts
* Complete all mandatory training identified for your role on time
* Work as part of a project team, supporting colleagues and sharing knowledge and experience to help their deliveries and development and create a positive working environment
* Act as 1st line of escalation for service issues

This is a great opportunity to work within a specialist digital agency. If this sounds like the career choice for you, apply immediately!

Capita IT Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita IT Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Transfer of information overseas

Your information may be shared with subsidiaries of Capita plc who are involved in carrying out functions related to the services administration including such subsidiaries which are outside the EEA in countries which do not have similar protections in place regarding the information and its use. We shall ensure that any such subsidiary has put in place proper security measures to ensure at least the same level of protection of the personal data as is required under UK data protection legislation
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