2nd Line Service Desk Manager

Search Consultancy are currently looking to recruit for a 2nd Line Service Desk Manager for a leading UK Service provider in Leeds. The 2nd Line Service Desk Manager will have the following skills and experience.

Internet services (POP3, Hosting, DNS)
VoIP Protocols (SIP, SER, Asterisk)
Unix/Linux
Text Messaging (building SMS gateways, MMS, WapPush, Shortcodes)
Customer Support
Interacting with major UK mobile networks
Building and maintaining webpages
mysql and odbc databases alongside
Understanding of: SMS, data, IP and domain related services
As Service Desk Manager and Line Manager to the first and 2nd line support team you will need:
IT Service Management experience in a customer & Supplier environment with working knowledge of the ITIL framework; Incident, Request, Access, Problem, escalation, Change and Release Management
Previous management/supervision experience of people or teams
Knowledge of Incident / Problem Management and escalation
To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
Facilitate training and staff development