1 of 1 Incident Management Jobs in Abingdon

support requests and incidents. Manage Service Desk Team: Lead, mentor, and provide guidance to the service desk staff, ensuring high performance and professional development. Incident Management: Ensure timely resolution of incidents and service requests by implementing effective ticketing systems and tracking solutions. Monitor Service Levels: Track and report … providing updates on major incidents and service improvements. Continuous Improvement: Analyze service desk performance data and identify opportunities for process improvements and automation. Vendor Management: Manage relationships with external vendors for IT tools, software, and services, ensuring they meet contractual obligations. Escalation Handling: Manage escalations from end-users and … ensure that complex or high-priority issues are resolved effectively and quickly. Training and Knowledge Management: Oversee the creation and maintenance of knowledge base articles, user guides, and training materials for service desk staff and end-users. Experience Required for the Service Desk Manager: Previous Service Desk Management More ❯