IT Operations, Service Desk Manager - ITSM, ITIL, ISO

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Permanent
Technology
South East
Work from home
Negotiable, dependent upon experience
ITSDM_0322
IT Operations, Service Desk Manager
ITSM, ITIL, ISO, IT, Cloud, Networks, Service Desk
UK wide – work from home – remote working

@mecscomms is recruiting for a permanent, remote based, home working – IT Operations Service Desk Manager to work for a global IT, ICT, Technology, Telecoms, Cloud, Communication & Collaboration managed service provider. The IT Operations Service Manager will lead & manage a team of 10 technical support engineers, maintaining Managed IT, Cloud, Network & Unified Comms solutions for a prestigious client base of large enterprise customers. The position would suit an experienced technology service delivery manager with strong people, team leadership, ITIL process, ISO standards, technical, stakeholder, relationship & contract management skills.

Position: IT Operations Manager, Helpdesk Manager, Service Manager, IT Manager, NOC Manager, Service Operations.

Purpose: Provide team leadership & people management activities for the 2nd line service desk function, ensuring all customer SLA’s & KPI’s are maintained during BAU, incident management, services outages, or planned project activities. Introduce ITSM & ITIL processes to improve performance & ensure all ISO standards are achieved. Participate in senior management initiatives to positively influence future strategy & operational procedures.

Location: Work from home – remote working - anywhere UK

Duration: Permanent, full time

Hours: Normal hours are Monday – Friday 08.30 – 17.00 (Some standby on-call)

Salary: £45,000 - £55,000 basic + benefits

Environment: ICT, IT, Technology, Cloud, Hosted Services, Internet, Hosting, Telecom, Telco, Managed Service Provider, ISP, Cloud Computing, SaaS, Network Operations, Monitoring, Troubleshooting, Fault, Repair, Diagnostics, WAN, LAN, Microsoft Windows Server, Azure, AWS, GCloud, Server OS (Windows / Linux), Infrastructure, Networking,ITSM, ITIL, ISO

Key Activity:

• Manage & steer the successful delivery of customer support
• Lead & mentor the 2nd Line support team
• Manage development, training & HR related issues
• Drive customer satisfaction, success & service management
• Define & manage SLA’s, KPI’s, CSAT, OLA’s & SLT’s
• Incident & problem management, owning P1 & P2 incidents
• ITIL & ITSM continual process improvement
• Identify areas for modification or improvement
• ISO governance & control
• Performance analysis & MI reporting
• Liaise with 3rd parties, vendors & other teams
• Stakeholder engagement & relationship management

Overview:

Acting as a Service Delivery & Technical Lead, to ensure the delivery of a first-class customer experience, for prestigious enterprise customers utilising the Public Cloud portfolio. Provide people & technical leadership to a multi-skilled 2nd Line Support & Operations team with responsibility for new service deployments, integrations & fault resolutions including managing team activity across technical BAU monitoring, problem & issue management & change management initiatives. The role will help to mentor, develop & manage the team to achieve their maximum potential.

Responsibilities:

• Manage a team of technical specialist with ownership of 24/7*365 customer service

• Manage the 24/7 rota to ensure adequate cover is always in place

• Manage team workflow, ensuring all activities are performed to an exceptional standard

• Act as a technical leader whilst collaborating with wider technical communities to drive efficiencies & best practices

• Log & triage incidents, allocating them to the appropriate technical specialists

• Ensure service-based maintenance & administration tasks are completed including first time fix

• Ownership of service management requests (adhering to ITIL best practice)

• Escalation management as required to protect SLA / KPI commitments

• Management of major P1 & P2 incidents

• ITSM tooling administration

• ITIL governance & SLA / KPI reporting

• ISO governance & control

• MI reporting on the performance of the function against internal KPIs, including first time fix.

• Develop clear & structured career development plans to continuously improve the team

• Drive continuous service improvement

• Deliver change management programmes

• Monitor & manage operational compliance

• Embrace continual change & process improvement

• Demonstrate a passion for customers & delivering service excellence

• Proactively keep up to date with new & emerging technologies

Candidate profile:

Candidates must have previous & similar IT Operations or Service Desk Management experience. You’re likely to have supervised technical teams, supporting large scale enterprise solutions having worked within a Managed Hosting, Cloud, Systems / Network Integrator, ISP, Telco or similar type of managed technology service provider. Your experience is likely to include some of the following:

• A broad range of technical capability across IT, cloud, network, telecoms & unified comminutions services, infrastructures & technologies

• Familiarity with Cloud technologies such as AWS, Azure, GCloud, Server OS (Windows / Linux), Infrastructure & network troubleshooting

• People management, team leadership, supervisor or senior engineer experience

• Coaching, mentoring, performance management & career development

• Documenting, tracking & analysing performance statistics (SLA, KPI, CSAT)

• Change & process management

• Analytical & critical thinking, project management & business analysis skills

• Process improvement for new service management deployments

• Expertise in ITIL process service management & tooling across the service lifecycle

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