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IT Service Desk Manager - Dundee - Permanent

Job Title: IT Service Desk Manager - Dundee - Permanent
Contract Type: Permanent
Location: Dundee, Scotland
Salary: £30000 - £35000 per annum
Start Date: ASAP
Reference: BBBH60750_1556794256
Contact Name: Craig Ross
Contact Email: c.ross@parity.net
Job Published: May 02, 2019 11:51

Job Description


Our client are looking to recruit an IT Service Desk Manager to ensure the effective delivery of IT and ICT services to the organisation. This includes the management and development of a team of Service Desk Analysts. The IT Service Desk Manager will oversee the development and embedding of the ITIL framework around service strategy, design transition, operation and continuous improvement of service delivery as well as a full service catalogue, relevant service levels (agreed with the business) and performance reporting. The IT Service Desk Manager will also be responsible for the management of exceptional projects and also the development of relevant policy and procedure documents as and when required.

You will have proven IT Service Desk, supplier and people management experience, a good working knowledge of Windows, Office, Active Directory and experience of using and troubleshooting Microsoft Office within a network environment. In terms of education, an IT related degree or NVQ level 2 would be desirable, as would ITIL Foundation level and also PRINCE2, or an alternative project management qualification. Excellent communication skills are critical to this role; therefore, an excellent telephone manner and ability to maintain a high standard of performance whilst under pressure are essential. We expect you to be highly organised, able to multi-task and prioritise workloads of you and your team effectively in order to meet service performance expectations. You should possess strong trouble shooting, collaboration and problem-solving skills and be able to manage a busy team environment. It would be advantageous for you to have experience of Citrix, as would experience of implementing and managing an ESM portal. Having previous experience of implementing ITIL principles and best practice would be beneficial to this role, as would experience of legal applications, including case and practice management systems and digital dictation applications.

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