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Service Desk Manager
- Posted 11 October 2024
- Salary £58000 - £60000 per annum
- LocationDudley
- Job type Permanent
- Discipline Infrastructure
- ReferenceCM-13
- Contact NameConor May-Payne
Job description
Job Title: Service Desk Manager
Location: Dudley
Job Type: Full-Time
Salary: £60,000
Job Overview:
We are seeking a dynamic and experienced Service Desk Manager to lead a service desk team, ensuring the highest level of support for both internal and external customers.
As the Service Desk Manager, you will be responsible for overseeing the day-to-day operations of the service desk, ensuring that service levels are met, issues are resolved quickly, and processes are continually improved. You will manage a team of service desk analysts and technicians, providing leadership, coaching, and mentorship to drive performance and customer satisfaction.
Key Responsibilities:
Location: Dudley
Job Type: Full-Time
Salary: £60,000
Job Overview:
We are seeking a dynamic and experienced Service Desk Manager to lead a service desk team, ensuring the highest level of support for both internal and external customers.
As the Service Desk Manager, you will be responsible for overseeing the day-to-day operations of the service desk, ensuring that service levels are met, issues are resolved quickly, and processes are continually improved. You will manage a team of service desk analysts and technicians, providing leadership, coaching, and mentorship to drive performance and customer satisfaction.
Key Responsibilities:
- Lead and manage the service desk team to provide timely and effective support for IT incidents and service requests.
- Ensure service desk processes are aligned with ITIL best practices and company standards.
- Monitor and report on service desk performance, including KPIs, SLAs, and customer satisfaction metrics.
- Develop and implement strategies for continuous improvement in service delivery.
- Act as an escalation point for complex issues, working closely with other IT teams to resolve critical incidents.
- Manage service desk staffing levels, schedules, and workloads to ensure 24/7 support coverage as required.
- Provide regular training and development opportunities for the service desk team.
- Collaborate with other departments to understand business needs and align IT support services accordingly.
- Maintain strong relationships with key stakeholders, ensuring a customer-focused approach.
- Proven experience in a service desk management or IT support leadership role.
- Strong knowledge of IT service management (ITSM) frameworks, particularly ITIL.
- Experience with service desk tools and technologies (e.g., ServiceNow, Jira Service Desk).
- Excellent leadership and people management skills, with a focus on team development.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Excellent communication skills, both written and verbal, with the ability to interact with stakeholders at all levels.
- A customer-centric mindset and a passion for delivering high-quality service.
- ITIL certification or equivalent (preferred).
- Competitive salary and benefits package.
- Opportunities for professional growth and career advancement.
- A collaborative and innovative work environment.
- The chance to make a real impact in a growing company.