Wakefield (on-site 3 days per week) Team 17 Digital Limited is seeking to hire a Service Delivery Manager to work within our IT Services function. We are looking for a candidate who is ready for the challenge of working as part of a team in an organisation with a global brand and approximately 400 employees.
Requirements
- Manage front line incident and service requests across the IT function
- Develop and implement the strategy, standards, and procedures framework for the Service Desk
- Act as technical escalation mentor for the team
- Propose and develop technology solutions and be a champion for Continuous Improvement
- Own the Knowledge Base tool and develop IT Services policies and procedures for its effective use
- Take ownership of relevant supplier and technical support relationships
- Provide communications between the IT Department and customers during incidents, planned outages and upgrades
- Obtain Customer Feedback to evaluate the level of customer satisfaction delivered by the Service Desk
- Monitor the performance of the Service Desk through the development of KPI's
- Manage team performance, training, career development & resource across the Services Desk function
- Work with the projects team to develop working practices and support documentation for non-technical users and the Service Desk analysts
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance