Service Desk Manager

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.

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