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Helpdesk / Service desk Manager - SYN6156

  • Purpose: To lead the Helpdesk function and to maintain and improve service quality through a constant cycle, eradicating poor service in line with the client's strategic plan. Direct the effective and efficient operation of the Helpdesk Management group consisting of IT service desk, problem management, release management, incident management and operations bridge Key Accountabilities: Leads a Helpdesk team and will typically manage services costing >£10m and/or >100 people. Fully accountable for the successful delivery of the services within budget. Accountable to the management of >20,000 contacts per month over a 24x7 period Accountable for day to day operational management Accountable for defining and meeting SLAs & OLAs and the continuous improvement of the services. Directs and leads all staff in the service delivery team on a day to day basis. Leads the day to day management of the third parties in their area. Works with the Vendor Management team to develop and enhance the relationships with suppliers. Works closely with Practice Managers to develop senior staff working in their team and so that they are well managed, capable, productive and fully utilised. Identify risks and issues to the production environment and initiate and manage appropriate mitigation. Communicates and escalates critical service failures through effective Incident Management in accordance with the Problem Management Table. Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services. Essential Experience of setting Helpdesk strategies (including relocation / transition) Experience of delivering service improvement initiatives Experience of managing in excess of 500 applications over 1500 sites Proficient in Corporate, Industry and Professional Standards Proficient in Function or Department Operations Proficient in Quality Management Familiar with Contract Negotiation, with experience in es
  • Type: Permanent
  • Location: Call
  • Posted Date: 12 November 2008

The services offered by Synapps Limited are those of an agency for permanent work and as an employment business for supply/temporary work.

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