IT Service Desk Manager

The Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring that end users receive the appropriate assistance. This includes managing all procedures related to the identification, prioritisation, and resolution of end-user help requests, including the monitoring, tracking, and coordination of service desk functions.,

• Manage the processing of incoming calls to the Service Desk to ensure courteous, timely, and effective resolution of end-user issues.
• Track and analyse trends in Service Desk requests and generate statistical reports.
• Develop and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Develop help sheets and frequently asked questions lists for end users.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Oversee the development, implementation, and administration of service desk staff training procedures and policies.
• Manage the service desk staff, including consultation on performance evaluations,
• Ensure the service desk staff uses the appropriate tools and software to manage and track incidents and service requests.
• Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly, and as needed.
• Oversee the development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Contribute to the development of IT strategies and policies.
• Manage suppliers and IT procurement.
  
  Proven experience in a service desk or technical support role.
• Strong knowledge of IT service management software.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to manage and prioritise tasks effectively.
• Strong leadership and team management skills.
• Experience with ITIL processes and practices.
• Familiarity with Microsoft 365 applications and other common software and hardware.
  
  We are ASM Global, and we host breath-taking live events at our venues around the globe. Our impressive network of over 350 Stadiums, Arenas, Conference Centres and Theatres have welcomed some of the World's most exciting Music Artists and Sporting Events. Our vision is to connect the world through inspiration, innovation and imagination to realise the potential of the spaces and places that bring people together., At ASM Global, we are committed to leading the entertainment industry towards a greener, faster, and more innovative digital future. There's never been a better time to join our team. We aim to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make a significant impact from day one.
We are committed to active inclusion, diversity, and equal opportunities. This commitment begins with our recruitment and selection process. We welcome discussions about flexible working arrangements.