SC Cleared Service Desk Manager (Inside IR35)

Are you a SC Cleared Service Desk Manager looking for new contract opportunity? Do you have a background in the management of Level 3 and Level 4 support for live services and overseeing the activities of service desk operations? If so PSR would like to speak to you!

As SC Cleared Service Desk Manager, you will: 

• Be responsible for overseeing the day-to-day activities of all service desk operations in order to ensure users and business teams receive the support they require
• Be responsible for the management of Level 3 and Level 4 support for all live services
• Be responsible for the resolution of technical issues related to computer applications, services and/or operating systems and devices
• Act as an SME on not only the specific service desk products but also on their updates, upgrades as well as their limitations
• Lead on customer service provision, satisfying customer needs whilst depending on their team to provide knowledgeable and applicable advice to customers in a professional manner
• Monitor service desk operations in order to ensure tickets are addressed in a timely manner, as well as serving as the service desk liaison to major business-impacting initiatives
• Ensure their team provide patient, yet helpful advice to customers, from novice to expert
• Support the development of guidelines and procedures to improve the quality of support that their team delivers
• Monitor customer communications and follow-up in the areas in which communications need improvement
• Identify training needs and requirements in order to stay up to date with the most current and relevant industry technology and processes
• Manage work schedules in order to ensure that sufficient employees are available and operational output and support can be sustained
• Provide reports and statistical analysis of all aspects of service desk operations.

You’ll have:

• A valid and active SC Clearance
• Knowledge and recent experience of ITIL service management process and practices, specifically Incident, Knowledge, Problem and Change Management processes
• Experience with Remedy
• Formal Service Management qualification, ITIL v3 Foundation minimum
• Recent experience of working within an IT service desk / help desk environment
• Ability to think strategically and assess risks and impacts associated with an evolving environment
• Advanced written and verbal communication skills, with excellent attention to detail
• Experience and knowledge of IT systems and office automation tools

It would be great to also have:

• Previous Defence experience
• Experience of deployed Operational Service Management (OSM)
• Experience of working on multi-mission domains using deployed military CIS
• Formal qualifications in project management practices preferably PRINCE2 and Agile
• Experience with the development, introduction and use of Service Level Agreements.

If this sounds like you and you would be interested, please click the link to apply and speak to one of our PSR team now.

“If you require any reasonable adjustments to support your application please contact david.mckinley@publicsectorresourcing.co.uk managing the role”

"In applying for this role you acknowledge the following; this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment, and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different."