Service Desk Manager
On site
Leeds, United Kingdom
£ 500 / day
Freelance
27-03-2025
Job Specifications
Looking for a Service Desk Manager who can manage an outsourced Service Desk provider and has experience leading a Service Desk.
Duration - 6 months
Contract role - inside IR35 (via umbrella)
Location - Leeds, hybrid - 2 days onsite per week
JOB PURPOSE
The Service Desk Manager will manage an outsourced IT Service Desk provider to evolve current performance to a point of service stability, ensuring service is aligned to ITIL best practice and meets the defined Service Level Agreements and Key Performance Indicators.
RESPONSIBILITIES
Manage Service Desk Performance & Continuous Improvement
Monitor performance of the outsourced Service Desk, using reporting and analytics to track key metrics, interrogate the data to understand patterns and trends, and identify areas of improvement. Manage Service Desk SLAs and KPIs, and track and report on improvement initiatives week-to-week.
Improving Customer Satisfaction
Collaborate with the MSP Service Desk Leadership and QA function to monitor customer satisfaction rates, understand areas of improvement, and continually evolve the service - tracking actions and outcomes of action taken alongside the provider. Address any escalations or complaints promptly.
IT Service Desk Reporting
Provide Service Desk reporting on request and update on continuous improvement and action plans. The Service Desk Manager will regularly inform and advise the Service Management Community, key stakeholders, and Service Management leadership about service desk issues, concerns, and opportunities for improvement.
Provider Relationship Management
Act as a bridge between our client and the outsourced Service Desk team at a day-to-day operational level, ensuring prompt responses, and effective communication and collaboration between our client, the Service Desk and other resolver groups.
Service Transition & Change
Ensure the service desk is aware of and represented on all initiatives or changes that impact service, allowing the team to provide high quality customer support for all IT services.
Knowledge Management
The service desk manager plays a role alongside the Knowledge Manager to ensure that knowledge is captured, stored, and made available to the service desk team and end users.
Alignment to Strategic Objectives
Work with the Service Desk to ensure that the continuous improvement agenda aligns to strategic goals, including shift-left, increase in first-line fix, end-to-end incident management and so on.
PERSONAL PROFILE
Proficiency in ITIL best practice.
Experience managing an outsourced Service Desk provider.
Experience leading a Service Desk.
Experience with BMC Helix or similar ITSM platforms, including use of dashboards and reporting.
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
About the Company
Lorien is a technology, transformation and telecom talent solutions specialist. We combine tech expertise with the scope, depth and breadth of large-scale talent solutions. Driven by both clients and candidates, covering Europe and the US, we work with all sectors, sizes and tech needs – from start-up to established, tech companies and those who use tech to propel them further - we work with them all. Our unique position in the market means we have the insight to create tailored solutions – keeping our clients ahead of t... Know more
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