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Service Desk Operations Manager - Newport

  • Salary: £47400 - £57999 per annum + Excellent Benefits
  • Job type: Permanent
  • Location: Newport
  • Sector: Infrastructure & Support
  • Date posted: 30/08/2017
  • Job reference: J373325A

Service Desk Operations Manager

Newport

Up to £57,999

Infrastructure Operations is about developing and delivering effective end user focused digital services. It requires strong leadership, relationship management, knowledge of service delivery and management.

It is essential that you have experience of managing Service Desk operations. This role will be key to defining and driving exciting technical and cultural/behavioural changes to ensure Operational Excellence.

Their primary focus will be to lead and manage performance of the Service Desk at all levels and be accountable in the delivery of a wide range of Key Performance indicators, liaising with customers and 3rd parties to manage expectations.

The main responsibilities of the post are:

* Ensuring all the Infrastructure services (SaaS, IaaS, and PaaS), products and platforms you are accountable for are cost effectively operated and improved so that they deliver value to the organisation
For the services, products and platforms you are accountable for, ensure that:
- incidents, requests, changes and problems are owned and effectively managed;
- the configuration, availability, capacity and performance are managed to maximise value;
- drive through continuous improvement activities, aligned with evolving business needs;
- risks are identified and effectively managed.
* Lead and manage a team or teams deployed across projects, platforms or infrastructure support and maintenance activities.
* Ensuring your team works with tools and technologies within the clients Technology Radar.
* Contribute to wider communities of practice, identifying good practices we can adopt and sharing our experiences.
* Sharing knowledge of tools and techniques, and collaborating to improve the capability of the team.
* Maintain consistency between development and production environments.
* Challenge existing processes in order to build agile and flexible platforms, services and products.

Skills & Experience Required

* Experience managing service desk teams of 20+ infrastructure engineers supporting upwards of 3000 end users
* Excellent Customer Service Skills
* Troubleshooting & Diagnostic skills
* An analytical approach to problem solving
* A commitment to the customer and to continuous learning and personal development
* Good interpersonal skills
* High Personal Standards
* High level of technical knowledge of Microsoft products
* Tolerance of stressful situations, and able to work under pressure
* An ability to lead and work within a team
* Coaching and/or Mentoring
* A passion to succeed

It is essential that you have experience of managing services and products supported by at least one of the following technologies:

* Virtualisation, storage and backup technologies
* Microsoft and UNIX technologies
* End user computing - including VDI, mobility, email collaboration, printing
* Networking and voice technologies - including Wi-Fi

If you're interested please apply or contact Emily Gandy on 0161 924 3639

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