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:
  • 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.
Qualifications:
  • 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).
Why Join Us?
  • 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.