IT Service Desk Lead
Manchester – (M1 Postcode)
£350 - £400 (Inside IR35)
Forward role are looking for a highly capable and hands-on Service Desk Transformation Lead to deliver two strategic initiatives within their Digital, Information & Technology (DIT) team:
1. Implementing recommendations from a recent review of the Service Desk.
2. Replacing the current ITSM platform with Atlassian Jira ITSM, ensuring a seamless and value-driven transition.
Key Responsibilities:
• Design and formalise SLAs and define 1st/2nd/3rd line support boundaries across service requests, incidents, and training needs.
• Set up and maintain standardised reporting and dashboards on key service desk metrics and KPIs.
• Document and train staff on core Standard Operating Procedures (SOPs), including triage, incident, and problem management, Service request and Change management.
• Using a ‘test n learn’ approach, configure and implement a new ITSM system using Atlassian Jira to reflect the designed new ITIL processes and a service catalogue.
• Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services.
• Experienced in establishing high performing teams and engaging staff in effective delivery of services.
• Building a scalable, technically adept IT Support team that is underpinned by customer focused culture
Further considerations:
• On-site 5 days a week
• Inside IR35
• £350 - £400 per day
If you believe you are a good fit for the role then please get in touch.
As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.
APPLY HERE.
