Service Desk Manager
Manchester
Hybrid (2 days p/w on site)
Up to £55,000 + benefits
Harvey Nash are proud to be partnered with a FinTech organisation based in Manchester; who are going through a large scale transformation, and has big plans to grow further at scale this year.
As such, as we are looking to recruit an experienced Service Desk Manager, on a permanent basis. This role will include the flexibility of hybrid working, however to be successful in this role you will be required to be on site in Manchester 2 days per week.
Role Summary:
The Service Desk Manager is responsible for leading a 24/7 service desk team, ensuring efficient resolution of incidents and service requests while maintaining high service standards and supporting continuous improvement initiatives.
Key Responsibilities:
1. Lead day-to-day operations of the service desk, ensuring SLAs are met and issues are resolved promptly.
2. Use ServiceNow and other tools to manage, monitor, and report on team performance and service levels.
3. Coach and develop team members, handle escalations, and support recruitment and onboarding.
4. Drive continual service improvement, maintain accurate documentation, and develop knowledge bases.
5. Manage major incidents and ensure escalation procedures are followed.