Direct message the job poster from Harvey Nash
Recruitment Consultant @ Harvey Nash | Data Recruitment
Service Desk Manager
Manchester
Hybrid (2 days p/w on site)
Up to £55,000 + benefits
Harvey Nash is proud to be partnered with a FinTech organisation based in Manchester, undergoing a large-scale transformation with plans for further growth this year.
We are recruiting an experienced Service Desk Manager on a permanent basis. The role offers hybrid working, requiring presence in Manchester 2 days per week.
Role Summary:
The Service Desk Manager leads a 24/7 service desk team, ensuring efficient incident resolution, maintaining high service standards, and supporting continuous improvement initiatives.
Key Responsibilities:
* Lead daily operations of the service desk, ensuring SLAs are met and issues resolved promptly.
* Utilize ServiceNow and other tools to monitor, manage, and report team performance and service levels.
* Coach and develop team members, handle escalations, and support recruitment and onboarding.
* Drive service improvements, maintain documentation, and develop knowledge bases.
* Manage major incidents and ensure escalation procedures are followed.
* Identify and implement process enhancements for efficiency and quality.
* Collaborate across departments to support business objectives and ensure effective communication.
Requirements:
* Proven experience in IT support leadership or service desk management roles.
* Strong knowledge of service desk tools, ITIL framework, and Office 365.
* Excellent leadership, communication, and customer service skills.
* Skilled in performance analysis, conflict resolution, and decision-making under pressure.
* Adaptable and collaborative, focused on results and team development.
Application Process:
If interested, please apply online. Successful applicants will be contacted by our team.
Additional Information:
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
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