Service Desk Manager – Primary Care IT – Totton
Are you looking for the next challenge in your career?
Here at Practice Plus Group we are looking for an experienced IT Service Desk Manager to join us on a permanent basis working 37.5 hours a week.
About the role:
In this role you will be required to manage the Service Desk 24/7 operation alongside change management and servicedesk personnel to provide effective guidance and support where necessary. You will be responsible for supervising, motivating and support in the development of the Service Desk Team members on a daily basis.
You will also be responsible for the resourcing and development of the team, including the preparation and coordination of service transition activities, and communications within the business.
Other duties will include, Overseeing requests, incidents and problems, manage and coordinate urgent and complicated support issues whilst acting as escalation point for all requests and incidents.
You will also Train, coach and mentor Service Desk staff including career development. Oversee staff activities, training material for support staff. You will, as needed, schedule employees working times and provide backup support whilst monitoring the telephone wallboard/telephone PC to ensure best utilisation of team resource to get phone tasks completed. You will ensure customer service standards are being maintained with monthly review of customer satisfaction surveys and responding / escalation of complaints.