Service Desk Manager

Your new company

My client, a leading provider of workplace technology solutions, is seeking a Service Desk Manager to join the team.

Your new role

The Service Desk Manager will oversee the daily operations of the service desk, ensuring efficient and effective resolution of user issues. This role involves managing a team of support technicians within IT and Telco, maintaining service levels, and continuously improving service desk processes to enhance user satisfaction and operational efficiency.

• Lead, mentor, and manage a team of service desk technicians to ensure high performance.
• Conduct regular performance evaluations and provide feedback to team members.
• Develop and implement training programs to enhance the skills and knowledge of the support team.

• Oversee the day-to-day operations of the service desk, ensuring prompt and efficient resolution of user issues.
• Monitor service desk metrics and KPIs to ensure compliance with service level agreements (SLAs).
• Implement and maintain service desk processes and procedures to ensure consistent and high-quality service.
• Ensure calls are answered within 10 seconds

• Ensure a high level of customer satisfaction by managing user expectations and providing timely updates on issue resolution.
• Address and resolve escalated user issues and complaints.
• Develop and maintain strong relationships with key stakeholders and users.

• Identify areas for improvement in service desk operations and implement changes to enhance efficiency and effectiveness.
• Develop and maintain a knowledge base of common issues and resolutions.
• Stay updated with the latest industry trends and best practices in IT support and service management.

• Manage the lifecycle of incidents and problems from initial report to resolution and closure.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Collaborate with other IT teams and external vendors to resolve complex technical issues.

• Prepare and present regular reports on service desk performance, including metrics and trends.
• Maintain accurate records of service desk activities, including incident logs and user interactions.
• Ensure documentation is up-to-date and accessible for the support team and users.

• Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or management role.
• Proven experience in managing a service desk or IT support team.
• Strong understanding of ITIL principles and service management best practices.
• Proficiency in using service management software (e.g., ServiceNow, Jira Service Desk, Connect Wise).
• Knowledge of IT infrastructure, including hardware, software, and network systems.
• Excellent leadership and team management skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Detail-oriented with strong problem-solving abilities.

• Opportunities to progress and grow your career
• 23 days holiday plus bank holidays, rising to 28 days after 5 years
• Stakeholder pension scheme & death in service benefit.
• Company Perks reward platform offering discounts and great deals
• Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
• Cycle to work scheme

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

#4660814 - Lindsay Bell