ICT Service Desk Manager£350-£400Gloucestershire6 Months
Your newpany
Operating across South West England, this organisation works to upholdmunity wellbeing, deliver responsive public services, and maintain stability in diverse settings.
Your new role
To lead and manage the ICT Service Desk team, ensuring high-quality customer service, efficient incident resolution, and continuous service improvement across multiple IT services.
1. Lead, mentor, and develop the Service Desk team.
2. Manage day-to-day operations, including resource planning and work allocation.
3. Manage out-of-hours triage and 24/7 support.
4. Monitor and report on service desk performance.
5. Coordinate with other IT functions for problem resolution and service improvement.
6. Draft and maintain service desk policies, standards, and procedures.
7. Liaise with internal teams, 3rd party suppliers, and end users.
8. Facilitate openmunication and stakeholder engagement.
9. Strong technical understanding of ITSM, ITIL, and service desk software.
10. Ability to analyse data, manage risks, and ensure securitypliance.
What you'll need to succeed
11. Proven experience managing an ICT service desk.
12. Knowledge of ITSM and ITIL processes.
13. Experience with service desk software.
14. Strong technical understanding of ITSM, ITIL, and service desk software.
15. Excellentmunication, leadership, and problem-solving skills.
What you'll get in return
16. Up to £400 per day