IT Service Desk Supervisor - (UK-Liverpool )

Compensation: 27K - 31K / Year
Minimum Education: None
Job Type: Full Time
Email this job to yourself or to a friend | Job Match Test | Resume Guide

Our client is currently looking for an experienced IT Service Desk Supervisor. You will:

Proactively manage the calls that are received from the business aligned with ISO20000 processes.
Collect, analyse and report statistics on a regular basis and propose and implement recommendations for improvement and development.
Take ownership of all escalated calls that have been passed from the team by responding to the user within 5 days.
Liaise with support teams on a regular basis to review the support they offer to the business and develop Service Improvement targets aligned with the OLA’s.
Hold user meetings, conduct customer surveys and attend business workshops regularly to develop relationships.
To work with IT Audit on a periodic basis to ensure that the serice delivered to the business is aligned with the agreed processes.
Support ad-hoc projects as and when required.
Manage the service desk team.

Skills & Experience:

Knowledge and practical experience of Service Management
Experience of ITIL to at least foundation level
Knowledge of project management methodologies, including PRINCE2
Understanding of ISO20000 and ISO19770
Understanding of troubleshooting IT systems
Experience of supporting 1000+ users
Experience of managing a Service Desk