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6 months ago
Domestic & General
Basic Salary: Competitive
Location: UK
Job type: Permanent
Category: Sales Manager Jobs
Location: Wimbledon

Salary: Competitive

Closes on: Friday 21 December 2018

We are looking for a passionate Service Desk Manager to drive our service-focused operation at our head office in Wimbledon.

We are developing our IT service strategy and growing our Service Desk capabilities to ensure we are improving team performance and providing an excellent service for end users. We have ServiceNow embedded into our daily operations and report effectively on management information.

This is a key role within the IT department; providing management support to Service Delivery acting as a deputy for the Service Delivery Manager, when required.

D&G Group Service Desk

Our user base is 3000 across 4 UK sites. Our Service Desk Analysts answer and log user queries and service requests, providing resolution to simple and intermediate issues, and passing more complex incidents to the relevant 2nd or 3rd line support teams.


* Reporting - effectively communicate the state of the Service Desk and identify opportunities for improvement through numbers. Provide Service Reports and problem incident analysis as required

* Support and maintenance – direct activities to ensure correct levels of resource and support are available at all time

* Team Management – responsible for 5 direct reports across dual locations

* Service improvements – work with Resolver Group leads to identify and recommend cost-effective improvements

* SLAs & OLAs – coordinate and supervise the Service Desk to ensure agreements are met

* Incident & Service Request Management – embed processes, make improvement recommendations and provide daily, weekly and monthly Incident analysis and reporting as required

* Event Management - Work with 2nd/3rd line support teams ensuring that Events are actioned, managed and reported on effectively

* Problem Management – support Problem Manager to embed process within Service Desk

* Customer Satisfaction – analyse and identify recommendations for Continual Service Improvements

The Ideal Candidate

* Knowledge in MS Windows XP, Vista or Windows 7, Citrix, IP Networks, LAN and WAN services

* Knowledge of Telephony Services (e.g. PABX, ACD and Dialler technologies)

* Degree or equivalent qualification

* ITIL v2 or v3 Foundation Certificate

* Knowledge in MS Outlook, Word, Excel, PowerPoint and Visio

* Experience using an IT Service Management Suite (ServiceNow is preferred)

* Broad knowledge of ITIL processes and service-based knowledge

* Previous Service Desk Management experience

* Previous experience managing a small team (dual location management is preferred)

* Advanced analytical and service reporting skills

* Ability to liaise with technical experts and build strong cross-functional relationships

* Ability to work independently across multiple groups in a rapidly changing environment


* Great company culture with fresh fruit deliveries and free tea & coffee

* Competitive salary and discretionary bonus

* Contributory Pension Scheme matched up to 5%

* 25 days annual leave

* Life Assurance (4 x salary)

* Cycle To Work Scheme (bike & cycling equipment worth up to £1,000)

* Corporate Discount (up to 50% discount on the costs of D&G Protection Plans)

* Access to ‘D&G Discounts Benefits Website’ with exclusive shopping discounts, cashback and travel services for all UK employees

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status

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