Service Desk Supervisor
  £25 to £30k DOE, plus excellent benefits (including generous pension, private medical, 25 days a/l, etc)
  Kings Hill, Tonbridge and Malling, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Service Desk Supervisor

The Service Desk Supervisor will report initially to the Head of IT Operations. This crucial position is responsible for the client facing service desk team taking second and third line requests from RDT’s client base. This is an exciting new position which will boost the current client support. A Key initial element of this role is to push ITIL based working practices through the department and wider organisation, helping shape customer service excellence.

What you’ll be doing
You will have the following responsibilities:
• Working in a matrix managed, fast paced Technology team helping drive the delivery and technical competency of the entire department forward.
• Implementing an Incident and Problem management process, based on ITIL, aligning this with the other support and delivery teams.
• Leading a team of support Engineers for level 2 and level 3 support requests.
• Managing, triaging and prioritising client production and UAT issues, including ownership of incidents and change management.
• Managing level 2 and level 3 client production support resources and engaging the wider RDT technical team where required.
• Implementing and managing a problem management process to identify weaknesses in the RDT products and/or Client processes, hardware and supporting software and owning the outcomes of the root cause analysis process
• Proactively working with the RDT agile teams through the handover of new functionality into support.
• Working with the RDT technology management team on planning and training to ensure the 2nd and 3rd line team skills are up to date and able to support the changing technical environment.
• Effectively convey root cause analysis of issues to software development staff for process/software changes.
• Monitor and advise on the RDT change process
• Communicate with account managers and/or customers on Support incidents and provide feedback to customers on status.
• Ensure visibility is provided internally for all incidents and provide feedback on progress, constraints and dependencies with supporting reports.
• Provide client reports on the KPIs, SLAs and additional metrics.
• Attend client review meetings and representing the Managed Service Team
• Work with the other Infrastructure and Operations teams to provide a joined up support process and help shape and manage the Operational direction of RDT
• Collaborate closely with Delivery and QA to facilitate a smooth release process

What we need from you

Qualifications & Experience:
• A Degree, similar level qualification or qualified by experience.
• Significant experience in a Senior Support Desk role.
• Proven experience of leading teams in the successful delivery of support and helpdesk services.
• Thorough and detailed understanding of the ITIL framework and processes for issue management and problem management.
• Knowledge of areas such as software development lifecycle, IT strategy, IT process excellence, IT portfolio management


Essential Skills:

• Excellent multi-tasking and strong communication skills are essential.
• Stakeholder management
• Excellent team development, mentoring and influencing skills
• Excellent analytical and problem solving skills.
• Excellent interpersonal and communication skills.
• Excellent written and oral communication skills.
• Flexible and adaptable to quick changing environment(s)
• Strong problem solving skills and ability to make swift, sound decisions
• Strong team management skills
• Ability to influence and drive change
• A keen advocate of quality and continual improvement; an agent of change.
• Proactive and leading by example; hands on, involved in all tasks and taking on sprint backlog items when required

Desirable Skills:

These are not essential to the role but is a definite plus if the candidate has any experience of the following:

• Exposure to the insurance industry it would be advantageous but is not essential
• Experience of successfully implementing service desk IT systems
• Management and monitoring of Service Level Agreements
• Application Development background
• Experience of Scrum and practical experience of working as part of a scrum/agile team
• Good knowledge of multiple service desk systems
• Creating, managing and reporting KPIs


What’s in it for you?
You will have the opportunity to help shape the direction and approach of Service Desk within RDT. You will work with a strong team delivering high quality software products in a fast paced environment. You will be working with sharp and innovative people who are dedicated, driven and more than happy to share their knowledge with you. You will be expected to be the best you can be and will be encouraged and supported to achieve this.

Apply now!


Advertiser: Direct Employer

Reference:

Posted on: 2019-11-28 09:57:05

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Kings Hill, Tonbridge and Malling, Kent

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Service Desk Supervisor
  £25 to £30k DOE, plus excellent benefits (including generous pension, private medical, 25 days a/l, etc)
  Kings Hill, Tonbridge and Malling, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Service Desk Supervisor

The Service Desk Supervisor will report initially to the Head of IT Operations. This crucial position is responsible for the client facing service desk team taking second and third line requests from RDT’s client base. This is an exciting new position which will boost the current client support. A Key initial element of this role is to push ITIL based working practices through the department and wider organisation, helping shape customer service excellence.

What you’ll be doing
You will have the following responsibilities:
• Working in a matrix managed, fast paced Technology team helping drive the delivery and technical competency of the entire department forward.
• Implementing an Incident and Problem management process, based on ITIL, aligning this with the other support and delivery teams.
• Leading a team of support Engineers for level 2 and level 3 support requests.
• Managing, triaging and prioritising client production and UAT issues, including ownership of incidents and change management.
• Managing level 2 and level 3 client production support resources and engaging the wider RDT technical team where required.
• Implementing and managing a problem management process to identify weaknesses in the RDT products and/or Client processes, hardware and supporting software and owning the outcomes of the root cause analysis process
• Proactively working with the RDT agile teams through the handover of new functionality into support.
• Working with the RDT technology management team on planning and training to ensure the 2nd and 3rd line team skills are up to date and able to support the changing technical environment.
• Effectively convey root cause analysis of issues to software development staff for process/software changes.
• Monitor and advise on the RDT change process
• Communicate with account managers and/or customers on Support incidents and provide feedback to customers on status.
• Ensure visibility is provided internally for all incidents and provide feedback on progress, constraints and dependencies with supporting reports.
• Provide client reports on the KPIs, SLAs and additional metrics.
• Attend client review meetings and representing the Managed Service Team
• Work with the other Infrastructure and Operations teams to provide a joined up support process and help shape and manage the Operational direction of RDT
• Collaborate closely with Delivery and QA to facilitate a smooth release process

What we need from you

Qualifications & Experience:
• A Degree, similar level qualification or qualified by experience.
• Significant experience in a Senior Support Desk role.
• Proven experience of leading teams in the successful delivery of support and helpdesk services.
• Thorough and detailed understanding of the ITIL framework and processes for issue management and problem management.
• Knowledge of areas such as software development lifecycle, IT strategy, IT process excellence, IT portfolio management


Essential Skills:

• Excellent multi-tasking and strong communication skills are essential.
• Stakeholder management
• Excellent team development, mentoring and influencing skills
• Excellent analytical and problem solving skills.
• Excellent interpersonal and communication skills.
• Excellent written and oral communication skills.
• Flexible and adaptable to quick changing environment(s)
• Strong problem solving skills and ability to make swift, sound decisions
• Strong team management skills
• Ability to influence and drive change
• A keen advocate of quality and continual improvement; an agent of change.
• Proactive and leading by example; hands on, involved in all tasks and taking on sprint backlog items when required

Desirable Skills:

These are not essential to the role but is a definite plus if the candidate has any experience of the following:

• Exposure to the insurance industry it would be advantageous but is not essential
• Experience of successfully implementing service desk IT systems
• Management and monitoring of Service Level Agreements
• Application Development background
• Experience of Scrum and practical experience of working as part of a scrum/agile team
• Good knowledge of multiple service desk systems
• Creating, managing and reporting KPIs


What’s in it for you?
You will have the opportunity to help shape the direction and approach of Service Desk within RDT. You will work with a strong team delivering high quality software products in a fast paced environment. You will be working with sharp and innovative people who are dedicated, driven and more than happy to share their knowledge with you. You will be expected to be the best you can be and will be encouraged and supported to achieve this.

Apply now!


Advertiser: Direct Employer

Reference:

Posted on: 2019-11-28 09:57:05

I want to receive the latest job alerts for:

jobs in Kings Hill, Tonbridge and Malling, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Similar Jobs:

Service Desk Analyst

  Tribeca Technology Ltd

  £21,000 - £28,000

  Sittingbourne, Kent

Service Engineer

  Premier Work Support

  £32000 - £37000 per annum + Company Vehicle,Laptop,Phone

  Maidstone, Kent

Cover Supervisor

 

  Actual salary £20,562 - £21,824 per annum (£23,801 - £25,262 full time equivalent)

  Swanscombe, Kent

Housekeeping Supervisor

  Canterbury Christ Church University

  £22,681- £24,248 per annum with further progression opportunity to £25,138

  Canterbury, Kent

Service Administrator (Immediate Start)

  Recruitment Solutions South East Ltd

  £23-25500 + benefits

  Tunbridge Wells, Kent

Senior Quantity Surveyor

  Hays Specialist Recruitment Ltd

  £45000.0 - £65000.0 per annum + UP to £65000

  Sevenoaks, Kent

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