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:
* Lead day-to-day operations of the service desk, ensuring SLAs are met and issues are resolved promptly.
* Use ServiceNow and other tools to manage, monitor, and report on team performance and service levels.
* Coach and develop team members, handle escalations, and support recruitment and onboarding.
* Drive continual service improvement, maintain accurate documentation, and develop knowledge bases.
* Manage major incidents and ensure escalation procedures are followed.
* Identify and implement process improvements to enhance efficiency and service quality.
* Collaborate across departments to support business objectives and ensure effective communication.
Requirements:
* Proven experience IT support leadership or service desk management roles
* Strong understanding 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, with a focus on results and team development.
If you would like to be considered for this opportunity, please apply directly online and if your application is successful; one of the team will be in touch.