Permanent / Up to £55000 per annum
Service Desk Manager, £55,000 per annum, Hertfordshire (4 days a week)
The Service Desk Manager is responsible for leading a team of six 1st Line Engineers, ensuring the delivery of high-quality, customer-focused IT support services across the organisation. This role oversees the day-to-day operations of the Service Desk, manages performance, drives continuous improvement, and ensures effective use of ServiceNow for incident, request, and change management.
The ideal candidate will have strong leadership skills, a deep understanding of IT service management, and hands-on experience with ServiceNow in a high-volume support environment.
Key Accountabilities
Team Leadership & Management
1. Lead, coach, and develop a team of 1st Line Engineers to deliver exceptional support services.
2. Manage daily operations, including ticket triage, workload distribution, and shift planning.
3. Act as the primary escalation point for complex or high-impact incidents.
Service Delivery & Performance
4. Monitor and report on service desk performance metrics (e.g., SLAs, response/resolution times).
5. Ensure consistent and effective use of ServiceNow for incident, request, and change management.
6. Drive service improvements through analysis of trends, feedback, and root cause investigations.
Customer Experience
7. Champion a customer-first approach, ensuring all interactions are professional, empathetic, and solution-oriented.
8. Handle escalated user complaints and ensure timely resolution and communication.
Process & Compliance
9. Maintain and improve ITIL-aligned service desk processes and procedures.
10. Ensure compliance with internal policies, security standards, and audit requirements.
Experience
11. 3+ years in a Service Desk leadership role
12. Proven experience managing teams in a high-volume support environment
13. Hands-on experience with ServiceNow
14. Strong understanding of ITIL processes
APPLY NOW!!