Service Desk Manager - Birmingham (Design and Build your own team)

☞ North

View: 108

Update day: 04-06-2024

Location: Birmingham West Midlands

Category: Mechanical / Technical High Technology Electrical / Electronics Information Technology

Industry: Restaurants Cafes

Job type: Contract

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Job content

Overview:
North is the Official Network Technology Integrator for the Birmingham 2022 Commonwealth Games, responsible for designing and enabling the successful delivery of the critical network and telecommunications services, while also providing Games-time support services for all Birmingham 2022 competition and non-competition venues.

The Birmingham 2022 Commonwealth Games will see athletes from 72 nations and territories compete in 19 sports across 14 competition venues. Our integration specialists will lead the delivery of the critical communications network, working alongside Games partners to enable real-time sporting data to be shared with the world’s media.

North, which has experienced significant growth in recent years, is responsible for delivering the end-to-end design, integration, and Games-time service management of the communications network for Birmingham 2022, working closely with the venue network infrastructure supplier/s.

As overall prime integrator, North will lead the deployment of the LAN, WLAN, telephony, and essential cabling services, while providing critical venue network support and incident management across all competition and non-competition venues.

North has a strong record of providing specialist services for major sporting events including previous experience as Official Cabling Services Integrator at the Glasgow 2014 Commonwealth Games, as well as multiple Ryder Cups and The Open Golf Championships.
Responsibilities:
This is an exciting opportunity for an experienced Service Desk Manager who wants the opportunity to set strategic direction by not only managing daily operations but importantly designing and building service desk teams. This really is a truly end-to-end role.

Once you have shaped your designs you will manage the manage the service desk team, which we anticipate could grow to 40 plus people during peak Games times. You’ll be representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

The first and primary responsibility of the service desk manager is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of the Games service desk.

Other key responsibilities of a service desk manager that help to ensure the team meets this primary goal include:

  • Effectively managing, developing, and training the service desk team.
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • Conducting and sharing results from service and operation performance reviews.
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Being aware of and managing the costs of running the service desks.
Qualifications:
  • Broad technical experience supporting windows-based IT networks following formal processes including working to SLAs, change management, configuration management, ideally ITIL
  • The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
  • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team
  • An ability to balance and plan the short-term actions of the team
  • Knowledge and understanding of all relevant industry standards
  • Knowledge and understanding of best practices for service management
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders
  • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk
  • A complete understanding of the organization’s business
  • An ability to think critically about systems and to make adjustments consistently as needed
  • The ability to manage time effectively while setting the tone of the team through modelling and leadership
  • Be flexible to work nights (engineering hours) and weekends during peak period
  • Should be willing to be DBS checked
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Deadline: 19-07-2024

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