IT SERVICE DESK MANAGER - 3 months - £195pd - INSIDE IR35
(hybrid working in Glasgow, Edinburgh, Dundee or Aberdeen)
Are you an experienced IT professional with a passion for delivering exceptional customer service? If so, this could be the perfect role for you! The company is seeking a talented IT Service Desk Manager to join their dynamic team and make a real impact.
About the Role
As the ICT Service Desk Manager, you will be responsible for overseeing the day-to-day operations of the company's service desk. This includes managing incident resolution, implementing effective KPIs and SLAs, and ensuring the team delivers a seamless IT support experience to all users.
Key responsibilities of the IT Service Desk Manager role include:
* Conducting a comprehensive gap analysis of the current service desk and providing recommendations for improvement
* Reviewing and optimising the company's ITSM tool and processes to enhance efficiency
* Developing and implementing effective staffing models and schedules to meet 24/7 service requirements
* Driving continuous improvement initiatives to enhance the overall quality of IT support
* Fostering a positive, customer-centric culture within the service desk team
What We're Looking For
The ideal candidate for the IT Service Desk Manager role will have:
1. Si...