Detailed job description and main responsibilities

SFIA (IT skills and competency framework) Skills and Levels

Service level management - SLMO                                  Level 4
Knowledge management - KNOW                                    Level 5
Customer service support - CSMG                                   Level 5

Job Purpose

Responsible for the delivery of an efficient, responsive, effective and customer focused IT Service Desk.  This includes developing and maintaining service desk policies, procedures and managing the operational service to a high customer service standard.  

Team lead for the IT Service Desk, assessing and ensuring IT service priorities from all customers are met by allocating workload and managing the team as required. Forecasts and manages demand and resources, and ensures Key Performance Indicators (KPIs) are met.

The IT Service Desk provides the first line point of contact for all customers, across Greater Manchester and takes end to end ownership of all calls logged.  The IT Service Desk coordinates escalation of incidents and service requests, second line support and managing calls with third party suppliers. Works closely with all other IT managers, teams and colleagues to ensure a high performing, structured and co-ordinated approach to the provision and management of end user IT support.

Manage the ongoing development and maintenance of the IT Service Desk, with responsibility for conducting or planning any testing, training, documentation, service transition or operational handover tasks as required.  Analyses IT Service Desk  information, quality assures support calls and produces reports to support performance monitoring and management of the team.

Responsible for knowledge management process.  Responsible for ensuring the team conducts, incident management, request fulfilment, configuration management and knowledge management processes efficiently and effectively.

Work with the Continual Service Improvement team on initiatives generated by audit, performance reports, and customer requirements.  Provide more detailed insight, develop improvement plans and deliver as necessary.  Work with the wider IT team on testing and implementing new and improved technologies and services.

See the attached JD for full description and responsibilities.