Head of Service Desk
Head of Service Desk Croydon - £52,000 - £70,000 We currently have a Head of Service Desk opportunity working for one of our reputable clients based in Croydon. As a result of significant growth in their organization this is a new opportunity for an ambitious and experienced Head of Service Desk to join the team. This position sits with one of the leading government departments responsible for various areas including crime, counter-terrorism and the police. Responsibilities: - Primary aim of the role is to ensure the Strategic Service Desk delivers a consistent, efficient and positive user experience within agreed SLA timescales, with a strong focus on customer service and responsiveness. - Drive the core objective of the Strategic Service Desk which is to continually drive a 'shift left' mentality and support the drive to be a modern, portal centralised service. - Ensuring the Service Desk delivers extremely high levels of customer service with correspondingly high levels of customer satisfaction; - Ensuring all tickets are completed within agreed Ensuring all policies, standards and processes are adhered to; - SLA timescales; - Ensuring the reputation of the HODDaT Service Operations is upheld and maintained; - Working with our Strategic Partner in defining, implementing and enforcing processes and service improvements - Monitoring of contractual measures to ensure they are met - Accountable for building and maintaining relationships with and between stakeholders both existing and new and act as their principal point of engagement with Live Services. Experience required: - Significant demonstrable experience as head of service desk within an IT environment - Experience leading service reviews and operational review meetings with suppliers (internal and external), whilst developing and maintaining effective service line supplier relationships. - Experience leading and managing services and service team and managing their workload ensuring that standards and timescales are met, whilst demonstrating value for money - Expertise managing large strategic IT partners - Strong background in incident management within IT environment - Experience managing service reviews, KPIs and service levels within an IT environment If you would like to apply please submit an up to date copy of your CV and contact number by following the link provided or contact Jonny Mills at Experis for further details.