Service Desk Manager - SC Cleared

IR25 Status : Inside IR35

Duration : 6 months

Clearance : Security Check.

Minimum Requirement:

The Tech Bar Manager is a role within the IT Service Management department of IDD, reporting into the Head of Service Experience. They will be accountable for the day to day operation and quality of the Tech Bar.

The Tech Bar Manager is accountable for the overall quality of the service, ensuring that End Users receive resolutions to their IT issues and support to answer their questions as quickly as possible.

The Tech Bar Manager is responsible for:

• Providing oversight of engagement with End Users, coordinating the team to ensure that resolution activities are executed in line with Tech Bar and Incident Management processes, within the agreed OLAs and KPIs for the applicable services.
• Overseeing the development of Knowledge Articles and Tech Bar communications for End Users.
• Identifying opportunities to provide training and development to End Users, collaborating with Product Teams to prepare to support End Users with new or changed services.
• Collaborating with Service Desk, Incident Management, Knowledge Management and Product Teams to provide the latest updates and guidance to End Users.
• Performing the role of Major Incident Manager on an ad hoc basis, as part of a wider Major Incident support team, coordinating the resolution of Major Incidents.
• Overseeing the production of Tech Bar reporting and management information to identify problem management and continual service improvement opportunities.
• Providing timely reports up to the Head of Service Experience and other leadership via weekly governance forums or as required.
• Coaching the Tech Bar team in excellent customer service management.
• Coaching the Tech Bar team to identify potential Major Incidents for escalation up to the Major Incident Management team.

If you feel you have the skills and experience needed for this role; please do apply now.