Incident Manager

**Global Service Desk Incident Manager, Trinidad and Tobago**
- Are you interested in driving improvements and change through effective ticket management across multiple global clients?_

Over the last 30 years as a provider of bespoke global support services, ESP has thrived based on innovation and our ability to adapt to our customer needs.

Thanks to our people and their hard work and dedication, we have been able to

win major contracts and to meet the demands of such significant contracts, we are revitalizing the way in which we provide our Global Service Desk solutions through expansion within all global hub locations.

We are currently hiring increased headcount in Trinidad and Tobago across our service desk. Our company is looking for a Global Service Desk Incident Manager and individuals who are passionate to develop their career and exhibit their technical skills.

**About the role**
Working as an Incident Manager you will analyse, understand and report against the ticket estate for assigned contract(s); manage and report upon any priority or major incidents and work alongside Service Desk Analysts and resolver teams to drive improvement against defined Incident and Request Management KPIs and contractual SLAs.

You will proactively review the ticket estate for assigned contract(s) and work closely with ESP's Global Service Desks and Managers to ensure tickets are on track throughout their lifecycle and successfully managed to closure within contractual SLAs, produce weekly and monthly Incident and request management reports, implement Continual Service Improvement Plans for assigned contracts where required to drive improvement against Incident and Request Management KPIs and contractual SLAs and continually review the effectiveness of the Incident and Request Management Process, identifying and initiating improvement activities in order to increase accuracy and reduce failures.

**About you**
- At least 18 months’ Managed Service Desk experience for role holder to perform fully and effectively in the job
- ITIL foundation or equivalent exposure to an ITIL aligned environment.
- Must be able to speak/write Spanish
- Detailed knowledge of ITSM tools, preferably ServiceNow.
- Excellent knowledge of Microsoft Office products.
- Detailed, methodical and logical approach to problem solving.
- Excellent Interpersonal skills; ability to communicate Internally and externally at all levels.
- Strong written and verbal communication skills.
- This role will be working 9am to 9pm Trinidad time (12-hour day shift)

These expansions will allow ESP to provide enhanced 24/7 support to our customers while supporting our people with more clearly defined roles and objectives. Positioning our teams to meet SLA targets and increase performance, this will also allow more room and opportunities for professional growth and development.

Our people are the heart of our organisation, and as such we are committed to continuously enhancing our employee experience, through a vast array of technical and language training opportunities.

We are approachable, respectful, collaborative, and honest

We offer a competitive salary, annual pay reviews by industry comparisons and performance as well as annual leave.

If this role sounds like the position for you, don’t delay