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Service Desk Duty Manager

North East England

  • Reference: 385073
  • Job type: Permanent
  • Salary: To: £40,000 plus shift allowance

  • Location: Newcastle upon Tyne

The Company

An international software house is looking to recruit a passionate and enthusiastic Service Desk Duty Manager to join their Service Delivery team, working on a mix of early and late day shifts.

The role

Managing, leading and supporting a small team, you will:

  • Ensure major and significant incidents are resolved within agreed Service Levels (SLA)
  • Lead and manage incidents to resolution
  • Support significant incident triage ensuring the correct priorities are set and the appropriate response coordinated
  • Be responsible for ensuring effective post incident review takes place and outcome communicated
  • Support and manage 3rd party supplier governance and relationship management processes
  • Be responsible for timely delivery of quality of Incident Management information for Management reporting and driving ongoing incident updates and awareness
  • Support Problem Management and Root Cause Analysis (RCA) processes
  • Support for ensuring all accountable systems are adequately documented, licenced and regularly peer reviewed
  • Support Technology Disaster Recovery process and plan
  • Implement agreed revisions, or design new processes as required. 
  • Manage customer escalations, relating to in-life services, ensuring timely and accurate communication to relevant internal and external stakeholders. 
  • Resource planning and scheduling
  • Strong leadership skills and the ability to motivate and get the best out of people

The requirements

You will be a proven people manager with experience of working within an ITIL environment. Aptitude and attitude is everything for this role, and only those with a real passion to deliver a world class service need apply. This is not a hands on technical role, but a technical understanding of cloud based technologies would be an advantage.

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