IT Service Desk Manager (1st Line Support)

We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our clients' recruitment team and provide professional interim and temporary resources.

Our Client is a big four consultancy firm with a global presence, operating in over 150 countries. This organisation works with many public and private companies spanning multiple industries. The advisory work that they cover spans across audit, Accountancy, tax, corporate finance and consulting.

On behalf of this organisation, AMS are looking for a IT Service Desk Manager (1st Line Support) for a 6 Month contract based remotely.

Purpose of the Role:

actively manage the IT Service Desk on a day to day basis including the management of the team, first line performance management and the delivery of the IT Service Desk strategic objective

As a IT Service Desk Manager (1st Line Support) you will be responsible for:

actively managing a team of Level 1 IT Service Desk agents within Organisation on a day to day basis including coaching, training & development, management of timekeeping, holidays and sickness, organisation of the rota, resource planning, ensuring service level agreements and KPI targets are met
will be required to act as first point of escalation in areas such as dealing with problem callers and escalations
performance management of a team, including monthly one to one's, providing feedback, and dealing with absence management and return to work interviews
actively contributing to and deliver against the IT Service Desk strategic objectives
ensure work is appropriately distributed and completed within the team accurately and in a timely manner.
point of contact for escalation of more complex issues from the team.
identify process issues/opportunities for service improvement, taking ownership to action/deliver as appropriate.What we require from the candidate:

people Management experience - contact centre service desk environment, need the prior experience of that. 1-2 two years experience preferred
tech understanding (in the same environment)This client will only accept workers operating via an or engagement model.

If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course.

AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business
Milton Keynes, United Kingdom, gb
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