Enquiries 
Service Desk Manager
Liverpool, Merseyside | Salary negotiable | Permanent
Consultant
Nathan Hill
Scotland
Service Desk Manager required to join one of the largest retailers in the UK.
They are a company you will have defiantly heard of with over 700 retail stores spread right across the UK and they don't plan on stopping anytime soon! They are going through a period of digital transformation with huge investment into their eCommerce capabilities and technology playing a key part in their ongoing success. They have made some key senior hires who are committed to improving their digital landscape and you will have the opportunity to contribute and shape the platforms of a hugely ambitious organisation.
As the Service Desk Manager, you will act as a key resource in managing customer's and stakeholders' expectations of IT Services through working with third parties, internal departments, and specialist IT functions. You will be the supervisor and main escalation point to the Service Desk while also assisting the divisional IT managers to make sure they are still providing their services in a measurable way whilst also adding value to the company.
You will have the following Skills/Experience
** Have the ability to engage stakeholders at all levels of the organisation
**Ability to quickly identify incident/problem causes and escalate accordingly.
**Ability to manage and resolve competing priorities
**Understanding of end-to-end service delivery accountability
**Knowledge of IT Incident and Problem Management processes and principles
**Partnering with third-party service providers to deliver business benefit
**Experience preferred with but appreciation acceptable with regards to IT Security and Security tools and principles
**Good understanding of 1st and 2nd line support functions and a good understanding of technical issues (i.e. Windows, Office, Applications, etc.)
**Experience of team leadership and Service Delivery roles desirable.
**ITIL foundation qualification or relative experience in ITIL framework advantageous.
The role is primarily office based (45 minutes from Liverpool City centre) however there is some flexibility around home working which can be discussed with your manager. They have a competitive salary coupled with a strong benefits package.
If you're looking to become part of a company that offers hands-on training, progression and exposure to modern technology, please apply and call Nathan.
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