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Head of IT Service Desk job in Newcastle upon Tyne

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Job Ref:  204633131
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
City:  Newcastle upon Tyne
Post Code:  NE2
Salary:  £550 - £600/day
10/10/2016 08:56
A Head of IT Service Desk is required for 6 months (likely to be extended) based in Newcastle.

The Head of IT Service Desk will lead, manage and develop the ITSD team, during and post transition, building a one team approach across the two converging teams (Internal and supplier) to:

* Ensure all customers receive an excellent and continuously improving, experience of IT Services
* Manage end to end the ITSD and proactively take action to maintain great service
* Oversee recruitment of the team at new location
* Execute cross-delivery group processes e.g. Incident Management and Service Request Fulfillment
* Provide constant, live analysis of all IT service related incidents
* Deliver a 24x365 operation.


* Effective leadership within the organisation delivering to a clear vision within a defined strategy for building one team
* Management & monitoring of ITSD as per role definition
* Delivery of the transformation roadmap for ITSD
* Appropriate financial management of ITSD budgets
* Development and delivery of quality processes and procedures that underpin delivery of service
* Continual process improvement.
* Develop and maintain effective working relationships with all interfacing areas and stakeholders
* Building, management and leadership of the ITSD leadership team.
* Effective performance management and appropriate career development of all ITSD staff in line with business need.


* Oversee the recruitment of a new ITSD team in North East England
* Carry out initial review of team structure and develop a plan, as required, to build one team across new and existing site.
* Promote cross-heritage working, breaking down barriers where required
* Develop and embed a one team ethos
* Contribute to the sourcing and selection of permanent staff replacement for Head of ITSD role, working with DD SO, HR as required

Experience/skills required

Skills Extensive experience in managing large, complex operational teams and environments
Extensive experience in leading cultural and technical transformation in operational teams
ITIL v3 - Proficient

This role is to start asap and will pay £600 per day (Ltd/Umbrella)
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