Service Desk Manager
On-Site: South Yorkshire 4 days a week | Salary up to £55k (dependent on experience)
Is this the role you are looking for If so read on for more details, and make sure to apply today.
We’re looking for an experienced Service Desk Manager to take ownership of a high-performing IT support function.
If youre someone who’s equally confident leading from the front as they are refining process behind the scenes then this could be the role for you!
You’ll be responsible for...
Managing both 1st and 2nd line teams
Driving service delivery across incident, problem and change management
Embedding a culture of continuous improvement and customer focus.
Developing frameworks
Refining processes
Improving metrics
Making sure the team delivers consistently great outcomes for users
What youll be doing
* Leading, mentoring and developing the Service Desk team
* Monitoring and analysing service performance to ensure the SLAs are met (or even better, exceeded)
* Implementing and refining service procedures, policies and documentation that are aligned with ITIL best practice
* Managing customer feedback and communications, ensuring service visibility and positive engagement to give the best service
* Contributing to wider IT operational strategy, risk management, and service lifecycle planning
Requirements
Experience successfully managing a Service Desk or IT Support function within a structured ITSM environment
Strong understanding of ITIL and service delivery frameworks
An individual who takes a practical approach to problem-solving and decision-making
Any familiarity with standards such as NIST, ISO27001 or Cyber Security best practice would be a bonus.
Whats in it for you?
Theyre big on ongoing training, will support you in gaining certifications and really contribute towards your professional development
Theyre an organisation that genuinely values diversity and champions people to bring their authentic selves on a daily basis
Theyre big on their values and want people who align with working as a team, take ownership, and want to drive innovation in the business