Technical Service Desk Manager
ESP is a rapidly expanding IT solutions company in the Airline/Travel industry with our Headquarters in Reading and offices throughout the UK and Europe.
The Role:
Overall responsibility to deliver a high quality, process driven, and customer focused, technical service desk for our customers, in a challenging 24 x7 environment.
To manage a team of 1st and 2nd line Service Desk Analysts plus a remote group of 3rd party and customer resolver groups in providing IT, telephony and network support across our customer base, ensuring Service levels and customer satisfaction targets are constantly achieved.
To be responsible for the supervision of a team of 10 Service Desk Analysts ensuring all incidents are logged, managed and resolved within agreed SLA’s and where necessary escalate to internal and external teams, according to escalation procedures.
You will be required to champion and promote the Service Desk function by building relationships with our customers, key internal stakeholders and with external suppliers.
The Person:
The successful candidate must have minimum three years leading/managing a medium sized technical Service Desk team in a 24 x 7 environment where service delivery and customer experience are paramount.
The person selected will have excellent communication skills, a passion for customer service and demonstrable experience in motivating and developing teams into highly effective units.
Whilst the role itself is not a technical role a good understanding of the following is required:
• ITIL, Foundation level or above
• Airline systems
• Windows 2003/2008 Administration
• Microsoft Office 2000-2010
• Exchange 2003/2008
• Service Desk ticketing systems
This position will report to the Head of Operations and is an excellent opportunity for a Service Desk Manager/Team Leader with around 2 yrs commercial experience seeking to utilise their skill sets within this rewarding and dynamic organisation.
Remuneration
The salary level will be dependent on the applicant’s knowledge, experience and proven expertise.
Application
In the first instance applications should be sent to jobs@esp.co.uk by Friday 8th April 2011, expressing an interest in the vacancy and giving an overview of why you should be considered for the role.
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