Job Description
Service Desk Manager
🏚️ On-Site: South Yorkshire 4 days a week | 💰 Salary up to £55k (dependent on experience)
We’re looking for an experienced Service Desk Manager to take ownership of a high-performing IT support function.
If you're 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 you'll be doing ⭐
1. Leading, mentoring and developing the Service Desk team
2. Monitoring and analysing service performance to ensure the SLAs are met (or even better, exceeded)
3. Implementing and refining service procedures, policies and documentation that are aligned with ITIL best practice
4. Managing customer fee...