To be successful in this role, you will need to have previous hand-on IT experience, experience motivating and developing engineers at different levels, improving service desk metrics and driving high-level results.

Responsibilities include:

Team Leadership

• Lead, motivate and empower the team to deliver the best-in-class service, aligned with ITIL best practice.
• Coach, mentor, and manage the team's development, performance, and wellbeing.

Operations and Service Delivery

• Assess and evolve service desk KPIs and ticket management.
• Escalate client queries and resolve them efficiently.
• Review and improve existing service desk operational practices and processes.
• Inform and advise senior management on service desk issues and concerns and provide data-driven suggestions for improvement.

Qualification, experience and skills

• Equivalent hands-on experience within a similar role.
• Previous solid experience of managing service desk operations.
• Excellent knowledge of IT service management principles and practices, such as ITIL.
• Experience of successful management and development of teams within a customer services business.
• Strong communication skills, both verbal and written.

Salary:

My client are offering a daily rate of 325/day, flexible work-from-home opportunities and a great benefits package.