About the role
An exciting opportunity has arisen for a Head of IT Service Desk to join our IT department within Head Office, Bournemouth.
As the Head of IT Service Desk, you will manage the delivery and performance of the teams defined as within the remit of the IT Service function, to ensure service levels are achieved and customer expectations are met or exceeded. For clarity, this includes 1st Line Support, 2nd Line Support, hardware deployment, desktop delivery, and site/development/office mobilisation and maintenance.
Within this role, you will be responsible for ensuring staff are meeting and exceeding expectations on performance, defined metrics, and that standards and processes are followed to provide effective customer service that meets business need and departmental objectives.
The role will report to the Director of IT Operations as part of the IT operations management team. For further information on the role please refer to the JD and Person Specification.
To be successful within this role, you will be educated to A level standard, or equivalent and hold an ITIL Foundation certificate. You will have excellent leadership and people management skills, as well as previous service management or support in a large-scale and diverse environment of incident management. In addition, you will have a good understanding and knowledge of IT hardware and software solutions. You will be self-motivated and able to take responsibility with the ability to manage prioritise tasks and time efficiently.
About the rewards
In addition to an attractive salary and benefits package, we offer excellent training on McCarthy & Stone products as well as coaching to enable your own personal development.