Service Desk Manager1 day onsite£350 a day Inside IR353-6 MonthsThe Service Desk Manager is responsible for ensuring the delivery of high-quality, responsive IT support to staff across a geographically dispersed organisation.The rolebines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards.The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling.
Key Responsibilities
1. Lead and manage Level 1 and Level 2 Service Desk analysts.
2. Ensure effective handling of incidents and service requests in line with SLAs.
3. Monitor workload distribution and ensure efficient ticket progression.
4. Act as an escalation point for high-priority incidents during business hours.
5. Maintain clearmunication standards and a strong customer service culture.
ITSM Tooling & Process Improvement
6. Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).
7. Drive continuous improvement initiatives.
8. Contribute to evaluation of modern ITSM tools ( ServiceNow).
9. Ensure Service Desk processes align with ITIL best practice.
10. Conduct supplier performance review meetings
11. Supportpliance with safeguarding, GDPR, and information security requirements
12. Work collaboratively with infrastructure teams and third-party suppliers to ensure seamless service delivery.
Essential Skills & Experience
13. Strong team leadership skills and experience
14. Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
15. Strong customer service orientation with excellentmunication skills.
16. Working knowledge of PowerBI, Windows 11, Office 365, Active Directory, andmon desktop applications.
17. Experience using IT service management tools (, Hornbill, ServiceNow).
18. Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
19. Understanding of ITIL principles and service management best practices.
Desirable
20. ITIL certification.
21. Experience with Microsoft Intune, Azure AD, and endpoint management.
22. Data processing and reporting skills
23. Experience supporting hybrid working environments and remote users.
#4800559 - Simon Iatrou