Service Desk Manager

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IVC Evidensia continues to bring people together to make animal care better with one goal in mind - healthy animals and happy owners. Join us and be part of our mission to deliver the highest quality care to millions of animals.

We are excited to be looking for a Service Desk Manager to join our IVC Evidensia Service Desk function. Supported by 4 Team Leaders, you'll oversee the operation of the desk-based Service Desk team, the IT Administration team and the Field Service team. The IT Service Desk provides a first point of contact to all IVC IT users across the UK, Ireland and the wider European region.

£0 - £0 a year

Competitive

Day to day, the Service Desk Manager will:

* Ensure that incidents and requests are handled according to agreed procedures and ensure that suitable documentation is available for those providing support.

* Analyse processes, identify alternative solutions, and recommend new approaches. Help establish requirements for the implementation of changes in processes.

* Take responsibility for the definition, documentation and satisfactory completion of projects

* Communicate effectively, acting as a key liaison with practices, team members and colleagues

* Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files

* Lead, manage and direct the team to support all aspects of the IT Support Service

* Drive performance, ensuring agreed SLAs and KPI's are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.

* Ensure processes are in place for monitoring the quality of interactions with the Service Desk to enable effective performance management and customer satisfaction.

The Service Desk Manager will need:

* Significant experience managing and maturing a Service Desk team in a large organisation

* Experience mentoring team members with varied skill levels

Excellent analysis and reporting skills

* Knowledge and experience of the ITIL IT Service Management Framework

* Excellent interpersonal skills

* Upon application, your CV will be reviewed by Cogito, IVC Evidensia's

* Talent Partner. A member of the Cogito team will be in touch regarding next steps.

What We Offer:

At IVC Evidensia we recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive base salary, you will benefit from

* Work-life balance

*25 days annual leave

* Your birthday as a paid day off

* Cycle to Work scheme

* Initiatives focused on employee wellbeing

* Pension

* Discounted staff pet care

* Dog Friendly office

* Parking available

As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.