It service desk manager

IT Service Desk Manager -Inside IR35 - 3-6 months

SC Security Clearance required

£290-£310/Day Umbrella rate

Gloucestershire Based

An exciting opportunity has arisen for an experienced Service Helpdesk Manager to lead a dynamic ICT Service Desk team. This role is ideal for someone passionate about delivering high-quality technical support and driving continuous improvement in service delivery. The successful candidate will be responsible for managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture.

Key Responsibilities

* Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management.
* Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
* Monitor and report on service desk performance metrics, including SLAs and KPIs.
* Develop and maintain service desk processes and documentation to ensure consistency and compliance.
* Drive service improvement initiatives based on performance data and user feedback.
* Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions.
* Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents.