JOB TITLE: Service Desk Manager

Industry : IT & Telecoms Job Location : London
Job Reference : 12704 Job Category : Telecommunications
Employment Type : Permanent Posted : 19/01/2017
Salary & Benefits : £36000 - £42000 per annum + Excellent Benefits
Experience Required : See Job Description
Education Required : See Job Description

Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Leading Telecommunications company in the City are recruiting a Service Desk Team Manager to manage a team of 15+ engineers in their network operations team. Previous team lead/management experience is needed. Salary is £36,000 - £42,000 + Excellent Benefits including 25 days holiday, bonus, healthcare, pension, a day off for your birthday, 2 paid charity days, cycle to work scheme, charity sacrifice scheme and childcare vouchers.

Job Description

Service Desk Manager
£36,000 - £42,000 + Excellent Benefits including 25 days holiday, bonus, healthcare, pension, a day off for your birthday, 2 paid charity days, cycle to work scheme, charity sacrifice scheme and childcare vouchers.

The Opportunity
Are you a Team Leader or Manager with a background in Telecommunications for a new role? Are you interested in leading a team for a Tech Track 100 company?

If so, we have a great opportunity for you in an award winning and rapidly growing Telecommunications company. Working in their quirky City based offices which include a chill out area with beanbags, a giant blackboard for dragons den style brainstorming meetings, a well-stocked fridge and free breakfast every Friday. They offer great incentives for staff such a trips all over Europe and a day off for your birthday.

The Role
You'll be working as a Service Desk Manager alongside the Head of Network Operations who started in the business 3 years ago as a Support Engineer. He's just one of the many examples of employees that have progressed through the business as this is something the company support as much as they can. Unlike many networking roles, working hours are 8.30am-5.30pm as the company have an offshore function for any overnight support.

You will be second in command to the Head of Network Operations and will be responsible for the day to day management of the network operations team (1st-3rd Line) and ensuring that excellent customer service is being delivered.

This role would suit someone that has previously ran a service desk working with KPI's, OLA's, SLA's and ITIL in a Telecoms or IT company. Any exposure to Juniper/Cisco is desirable however not essential as the role more people management than technical.
Working for this Tech Track Company you will be taking some leadership responsibility away from the Head of Networks. As a Service Desk Manager you will be responsible for the following:

*Day to day management of 15+ engineers (1st, 2nd and 3rd line)
*Managing KPI's and performance ensuring that SLA's are met
*Dealin with escalations
*Managing and allocating workload, managing case queues in Salesforce
*Continuous Service Improvement methodologies around delivering quality and ITIL processes
*Quality assurance
*Customer satisfaction - Net Promotor Score measure
*Ensuring open ticket count is kept to a minimum

The Candidate

The ideal candidate will have experience in:
*KPI's, OLA's, SLA's
*Writing reports, processes
*CAB (Change Advisory Board)
*Previous experience leading/managing an engineering team ideally around networking or IT
*Any technical background around networking such as Juniper or Cisco is advantageous however isn't essential as the role is a people management one.
*A background in ISP, Telecommunications or IT company (desirable)
*ITIL certification (desirable)

Working Environment
Based in state of the art offices in the City in a quirky open plan environment. This is a fantastic opportunity for a Service Desk Manager to join a reputable organisation and learn and build on your career.

Bluefire Consulting is an employment agency acting on behalf of a client company.

Job Keywords

Service Desk, Networking, Telecoms, ITIL, Network Operations, NOC

Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Telecommunications recruitment on a UK wide basis.

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