Service Desk Manager

We are looking for a Service Desk Manager to join our team, based in Leeds. The IT Service Desk Manager is responsible for providing technology support services to the Aramark UK business units. This includes the leadership and provision of IT Administration, 1st line helpdesk support, 2nd line specialist technical support and the management of any 3rd parties involved in providing technical support to the Aramark UK business units. The individual will be responsible for the continuous improvement and evolution of the services and delivery mechanism with a view to continuously transforming the experience to exceed expectations of the customer base What's in it for you,

• Efficiently manage and prioritise ServiceNow tickets to meet the agreed SLAs.
• Instil with the team a high first-time fix rate.
• Drive best practice in IT Service Desk operations.
• Oversee the escalation of incidents.
• Identify resource requirements and assign individual responsibilities.
• Ensure that KPIs are effectively measured and monitored, and any variations are immediately communicated.
• Possesses an in-depth understanding of the required customer experience and a proven track record of delivering systems to business operations that improve performance.
• Take the lead in building out process, guidance, and communications in line with industry best practice.
• Exhibits excellent attention to detail in all aspects of work undertaken, and applies appropriate quality standards to all tasks, ensuring that nothing is overlooked within their area of responsibility.
• Assists in promoting awareness of and commitment to IT asset life cycle management, including WEEE disposal.
• Provides timely, accurate information when required on matters such as maintenance of hardware assets, software licensing, and legal obligations such as compliance with the Data Protection Act.
• Support with internal and external audits.
• Identifies opportunities for continual improvement that add value and drive the organization forward.
• Works with IT Services peers to identify opportunities for IT change, innovation, and development that align with the long-term direction of the IT strategy and business goals.
• Follow-up on any policy breaches, in accordance with established procedures and security standards.
  
  Understanding of ITIL Processes and Framework.
• Minimum 5 Years in a Technology Leadership role with a focus on the delivery of an excellent customer experience.
• Strong structured problem-solving techniques.
• Willingness and ability to work in a fast-paced and rapidly changing environment.
• Demonstrates an ability to learn and grow within the role - obsessed with delivering the best possible experience to consumers of the services and committed to continuous service optimization and enhancement.
• Strong work ethic and ability to work on own initiative.
• Good interpersonal skills and exceptional teamwork and leadership skills are essential.
• Exceptional communications skills are critical, this role is the face of IT to the business units in technical moments of truth.
• Flexible attitude to work.
  
  Generous annual leave that increases in line with service, with the opportunity to buy extra
• Excellent development opportunities to further learn within the role
• Defined contribution pension scheme and life assurance benefits
• Access to an employee benefit scheme that offers discounts across hundreds of retail and leisure providers
• Employee Assistance Programme and in-house Mental Health Champions