Who are we looking for? We are looking for a proactive IT professional who serves as the first escalation point of contact between the application end user and the company, managing a service desk or help desk environment. The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving in line with ITIL framework. You need to be comfortable in a technical environment, but at the same time know how to turn technical jargon into something end-user friendly. We are at the beginning of our ITIL journey, so we have an element of reactive plate spinning and manual process juggling and need to help move the team to where it needs to be to support a worldwide operation professionalising their ITSM. The service desk manager should review and analyse communications between IT staff and customers. To meet this objective, the service desk manager should be fluent in systems for gathering information, analysing the information, and sharing the results. This is a temporary role, covering for our current Service Desk Manager who is on leave, with an expected duration of up to 12 months. Who are we? Here at I-Fulfilment we have an in-house team of developers who have created our very own e-commerce, warehouse management & a ‘whole lot more feature rich’ system. We currently support the business in our Christchurch and Bournemouth Airport sites, and they in turn support 150 e-commerce clients in the UK, Europe and the USA. We are highly successful in our fulfilment business, and we are continually developing with new technologies to provide solutions, that drive efficiencies; to support this, we need to build a robust team to underpin the success of the next phase of our growth. What do you need to have? The service desk manager needs to regularly inform and advise senior management about service desk issues and concerns associated with those issues. Similarly, the service desk manager needs to offer tangible and, whenever possible, data-driven suggestions on ways that IT services can improve, and conduct regular assessments and share the results with stakeholders. What tasks will you be accountable for doing? The ability to build a cohesive team and to manage people effectively aligned to ITIL framework. This includes the ability to coach and develop the team, especially the Level 1 Service Desk Agents. A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. An ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for service management. Strong communication skills, including the ability to be influential and persuasive with stakeholders. An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk. A complete understanding of the organization's business. An ability to think critically about systems and to make adjustments consistently as needed. The ability to manage time effectively while setting the tone of the team through modeling and leadership. What responsibilities will you be responsible for doing? Effectively managing, developing, and training the service desk team. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Conducting and sharing results from service and operation performance reviews. Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset. Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations. Being aware of and managing the costs of running the service desks. If you have experience of any of the below, it’ll help you stand out to us. SQL or MySQL any PHP Knowledge of cloud-based technologies. Keen to learn new technologies. Experience with Jira Service Desk or equivalent ticketing system. Time management and ability to prioritise workload. Experience working with bespoke enterprise applications. Great with Office 365 Strong technical, communication, and interpersonal skills. Strong organisational skills. Excellent written and spoken English. Where is the role based? This role will be based between two sites, primarily in our offices at Bournemouth Airport Business Park West. We have free parking, gym, Sky Lounge, breakout areas and a roof terrace where you can sit and watch the aircraft coming and going during your lunch break. Check it out at https://smart-base.co.uk. You’ll also spend time at our Christchurch site, a more functional warehouse location just a short drive from the coast at Mudeford Quay.