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Global IT Service Desk Manager

Requisition ID:  80431
Business Unit:  Meggitt Aerospace Central (1428)
Location: 

Coventry, COV, United Kingdom, CV7 9JU

Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defence and selected energy markets. We believe in our vision of ‘Enabling the Extraordinary: To Fly, To Power, To Live”.

 

These core values – teamwork, integrity and excellence – are what have allowed us to become the company we are today. With facilities worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe.

Job Summary

 

The Global Service Desk Manager is directly responsible for all operational aspects of the service desk.  The role requires broad technical knowledge, experience of managing a Global Service Desk and operating ITIL processes utilizing Enterprise support tools.  To support the complex organizational structure, the Service Desk Manager must further develop processes which provide a consistent experience for all our customers.

Core Responsibilities

 

  • Manage team of service desk analysts, team leads and supervisors providing first and second line support
  • Team Management, through regular team meetings, One to Ones, coaching, training plans appraisals.
  • Recruit and hire service desk staff and promote professional development of service desk staff through performance reviews and coaching opportunities
  • Oversee daily operation of service desk activities in conjunction with Team Leads
  • Align service desk structure, policies and service offerings according to ITIL best practice
  • Expand knowledgebase of processes, procedures and support documentation used by service desk staff and end users
  • Establish incident models to create a consistent roadmap to resolution for commonly recurring issues
  • Ownership of incident management and request fulfilment processes as handled by the Service Desk
  • Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
  • Continually maintaining and developing tools and resources to improve service delivery

Skills, Knowledge & Abilities

 

  • Strong managerial experience and knowledge that span the Information Service Delivery Function
  • Experience developing tactical methodologies, enhancing/maintaining processes and ensuring compliance to standard processes across the Information Services Delivery
  • Solid analytical skills and judgment to proactively identify and solve increasingly complex problems 
  • Strong attention to detail, good organizational skills and the ability to prioritize with changing situations
  • Excellent interpersonal, verbal and written communication skills to drive tasks to completion                                               
  • Proficient in Microsoft Office Suite and database management tools

What We Offer

 

Meggitt is proud to offer a competitive total rewards framework designed with our colleagues' health, wealth and well-being in mind to help our employees balance a successful career.  Our competitive package will include:

 

  • Flexible working policies and the ability to accrue time off in lieu
  • Up to 5% annual bonus
  • On site restaurant offering subsidized food
  • Pension Scheme up to 8% company contribution
  • Employee Assistance Program for Health & Wellbeing
  • Employee Perkz – offering our employees discounts on a huge variety of goods and services
  • Income Protection
  • Employee Resource Groups
  • Volunteering day off

 

Please be aware that we may close this vacancy for applications if we receive a high volume of interest. We strongly advise you to submit your application as early as possible. #LI-SJ1

Meggitt are an equal opportunity employer and we are committed to developing an inclusive and diverse working environment. We believe that people from different backgrounds and beliefs define who we are as a business. We strongly believe that building a culture of respect and appreciation, will give everyone the opportunity to recognise their full potential.

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