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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £25,000 - £30,000
Sector: Management  
Type: Permanent
Posted: 07/09/2019
Service Desk Duty Manager Ronald James Group 2019-06-05

Our client is a leading supplier of software to the online gambling and social gaming industries. They power some of the biggest brands globally, working in regulated markets and processing tens of millions of transactions per month.

Their headquarters are in Newcastle upon Tyne, in the heart of the North-East of England. They also have offices in London and Sofia, Bulgaria.


Our client is looking for a passionate and enthusiastic Service Desk Duty Manager to join their Service Delivery team.

The successful candidate will be delivering a world class service to major clients, supporting and building the service relationship, ongoing incident management and escalation management, and supporting continuous service improvement.

This is a great opportunity for an aspiring Service Desk Manager to join and develop their career working in a growing and dynamic role.

What Will You Be Doing?

  • Responsible for ensuring major and significant incidents are resolved within agreed Service Levels (SLA).

  • Lead and manage incidents to resolution.

  • Support significant incident triage ensuring the correct priorities are set and the appropriate response coordinated.

  • Responsible for ensuring effective post incident review takes place and outcome communicated.

  • Support and manage third party supplier governance and relationship management processes.


  • Responsible for timely delivery of quality of Incident Management information for Management reporting and driving ongoing incident updates and awareness.

  • Support Problem Management and Root Cause Analysis (RCA) processes.

  • Support for ensuring all accountable systems are adequately documented, licensed and regularly peer reviewed.

  • Support Technology Disaster Recovery process and plan.

  • Implement agreed revisions, or design new processes as required.

  • Manage customer escalations, relating to in-life services, ensuring timely and accurate communication to relevant internal and external stakeholders.

  • Manage, support and lead a team of Application Support and Platform Support Engineers.

  • Resource planning and scheduling.

  • Strong leadership skills and the ability to motivate and get the best out of people.

Education, Skills and Experienced

  • Strong client relationship skills

  • Creative and strategic thinking

  • Effective organisational skills

  • Ability to build strong working relationships

  • Support service improvement plans liaising with the Account Managers

  • Self-starter

  • Resourceful and confident

  • Delivery and service orientated

  • Calm natured

  • Passionate

  • Driven to succeed


  • Encourage Success
  • Keep you happy and healthy
  • Go way beyond the workplace
  • Free food and drink
  • Complimentary Technology
  • Show off your skills

Could this be the role for you?

If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.

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