Job Description


Location: Burton-on-Trent, East Staffordshire, England

Rate: £220 per day

Hours/days: FT Monday – Friday

Availability: ASAP

Contract Duration: Until 4th January 2019

Service Desk Manager, Support Manager, Service Team Lead, Customer Relationship, Team Leader, Divisional Support Manager, Team Manager

Two fantastic opportunities have opened for two experienced Service Desk Managers to take charge of the Service Desk within a successfully global company.

The successful person will effectively manage the Service Desk support team within a busy, well-established, site based in Burton-Upon-Trent. They will be the primary escalation point for support issues and efficiently manage the resolution process both off site and on site whilst managing the Support Team.

Key Requirements:

  • Initial on-site presence during / post migration (as appropriate – may not be all migrations)
  • Primary escalation point after a case has been logged with the relevant Service Desk or supplier
  • Responsibility for ensuring the following the correct support and escalation processes are carried out
  • Triage calls post migration to run through open and known issues
  • Responsibility for the ongoing training of IHG Service Desk and other support teams
  • Owner and writer of knowledge articles, including the use of and success of these articles
  • Completion of random ticket audits for tickets
  • Development and ownership of Stakeholder Reporting and Dashboards
  • Continual Service Improvement specific to PH ticket trends and processes

Essential Requirements:

  • Flexibility to travel - Must be willing to travel and be out on sites for a whole week at a time if needed (All travel will be in the UK and will be fully recompensed)
  • Strong background and proven experience as a Site Lead or Service Manager role for both clients and customers
  • Previous experience with Managerial responsibilities/ managing a service desk support team
  • Enthusiasm to deliver a high-quality service
  • Effective in resolving issues well, whilst maintaining positive relationships
  • Ability to monitor quality assurance effectively and implement improvement where necessary
  • Excellent Technical knowledge of a Service Desk and excellent I/T proficiency

If the above role is interesting to you and matches your experience - apply today!