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Service Desk & Continuous Improvement Manager

I am interested in Permanent or Temporary/Contract, 1st Line Support / Helpdesk roles in a IT - Support team. & I am located in UK, Staffordshire. and have a UK/EU work permit. I'm available in 2 Weeks
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itil service-delivery 

About Me

An ITIL Qualified, Chartered, IT/Service Desk Manager with 12 years high level IT management experience within Blue Chip Environments including Fujitsu.

Experienced, Qualified Coach and Counsellor.

Recent responsibilities and achievements have been concerned with managing a service desk/call centre with 60+ staff to provide a high quality service, handling all IT incidents and standard changes for a 160000 worldwide user base. External and internal customers. Global Governance of 53 worldwide service desks. Exceeding KPIs, reducing incidents, resolution times, increasing customer satisfaction levels and increasing first time fix rates. Continuously improving the teams standards, results and achievements. Management of numerous high profile projects including service desk mergers and relocations. All projects achieved on budget and within in timeframes.

Implemented ITIL Version 3 Incident Management on the desks I manage and achieved savings, increased first time fixes, reduced resolution times. Put in place scripts, policy and procedure documents to give an ITIL compliment service with high customer satisfaction rates.

Previously responsible for producing KPIs, balanced scorecard reports and strategic management of personnel & assets.