This listing was posted on The Resumator.
IT Service Desk Manager
Location:
Manchester, Gt Man
Description:
About Us Airswift is the leading workforce solutions provider to the STEM industries. For over 40 years Airswift has been transforming lives through the provision of international workforce solutions to STEM industries. Today, we are an integrated team of over 900 employees across 37 countries, supporting over 8,000 contractors globally. We are a people business – we transform lives through the world of work. We care about wellbeing, community engagement and our planet – we plant a tree for every person placed in a job globally! We have a passion for growth, including investing in the development of our people. Role Description Airswift is dedicated to providing high-quality IT services and support to our worldwide clientele. We pride ourselves on maintaining a world-class IT Service Desk team that delivers efficient and effective IT support to ensure seamless operations for our customer base. We are seeking a highly skilled and motivated IT Service Desk Manager with a strong background in ITIL to support and lead our global IT Service Desk team. The ideal candidate will have a deep understanding of IT service management and a proven track record of successfully implementing ITIL best practices to improve service quality and efficiency. Principle Accountabilities: Team Leadership: Lead and mentor a team of IT Service Desk professionals, ensuring high performance, engagement, and adherence to best practices. Global Support: Collaborate with our international teams to provide 24/7 IT support and maintain a unified global service delivery approach. ITIL Implementation: Implement and oversee ITIL processes and methodologies, such as Incident Management, Problem Management, Change Management, and Service Level Management, to improve service quality and efficiency. Continuous Improvement: Continuously evaluate and enhance service desk processes and procedures to optimize efficiency and improve user satisfaction. Metrics and Reporting: Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the Service Desk and produce regular reports for management. Resource Management: Manage resource allocation, staffing, and scheduling to ensure adequate coverage and effective utilization of team members. Customer Focus: Prioritize customer satisfaction by ensuring timely, efficient, and professional responses to IT service requests. Incident Resolution: Act as a point of escalation for complex or high-priority incidents, ensuring they are resolved promptly. Training and Development: Identify training needs and provide ongoing training and development opportunities to the team to enhance their technical and soft skills. Vendor and Supplier Management: Collaborate with external service providers and vendors to ensure service agreements and SLAs are met. Security Compliance: Ensure that the Service Desk team adheres to security protocols and industry best practices to protect sensitive data. Automation: Lead the transformation of the Service Desk team, to allow us to grow at scale by implementing automation around Access Management and Governance. Skills, Knowledge, and Experience : Strong conflict management skills, around managing multi geo teams and leadership. A strong business-based background and a proven record of accomplishment in delivering solutions within the organisation. Ability to communicate and get to the required details quickly and efficiently. Analytical and reasoning skills. Comfortable interacting at all levels of the business. A can-do attitude and positive outlook. Ability to multitask and work under pressure. Takes ownership of challenges through to the conclusion. A service and customer-centric approach. Excellent analytical capabilities, research, problem-solving, and time management skills are required. Previous experience of owning change management within a multi-discipline organisation. A strong process and procedure background. A keenness to learn and drive emerging technologies. Experience working within a cloud-first environment. Strong verbal and written communication skills, interpersonal skills, and the ability to build solid business relationships. Demonstrated ability to function in a fast-paced, ambiguous environment working with multiple and diverse responsibilities. Ability to handle and prioritise a varied and sometimes heavy workload. Proven experience in providing an elevated level of customer service. Overall experience with the Microsoft stack from the endpoint perspective within a cloud-first environment: Azure / Office365 / Endpoint Management (MDM). Minimum 5 years experience of working on a Corporate IT Helpdesk. ITIL Foundations Minimum with experience of adapting and improving ITIL. Excellent communication and leadership skills. Experience with software development, scripting, or coding is a plus. Certifications in relevant technologies or project management methodologies are desirable. What we can offer you! Attractive monthly base salary + competitive commission/performance bonus. Genuine career progression opportunities, either locally or globally! World-class training programmes and development opportunities Virtual Onboarding Events exclusively for new hires. Team driven environment, supportive culture with a focus on work-life balance. Career breaks available after one year. Real time recognition through our employee reward platform. Mental Health First Aiders to signpost you to support when you need it. Yearly destination trips as part of our High Flyers program (Dubai, Buenos Aires, etc…) Charity days for various important causes such as Relay for Life and Earth Day. Our Core Values: Growth - In life and business, one must grow to flourish and achieve high ambitions. Growth requires change, challenge, risk and sacrifice - we will always choose growth. Life – Above all else, we value life. The quality of life, both in and outside of work, profoundly influences our well-being and our impact on the world. Excellence - We deliver, holding ourselves accountable for results. Our customers see excellence in everything we do. Integrity - We are ethical, open, honest and authentic. People trust us to do the right thing for the right reason. Visit our website and social media to find out more! - www.airswift.com Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Diversity & Inclusion At Airswift, we believe that diversity is critical to our success and makes us a great place to work. We are committed to building an equal opportunity workplace, the more inclusive we are - the better our work will be. Please click here to view our privacy policy. Powered by JazzHR
Company:
Airswift
Posted:
June 4 on The Resumator
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More About this Listing: IT Service Desk Manager
IT Service Desk Manager is a Executive Manager Job at Airswift located in Manchester MAN. Find other listings like IT Service Desk Manager by searching Oodle for Executive Manager Jobs.
IT Service Desk Manager is a Executive Manager Job at Airswift located in Manchester MAN. Find other listings like IT Service Desk Manager by searching Oodle for Executive Manager Jobs.