Our client, a national technology company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you’ll be the heartbeat of IT support operations. Overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You’ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts. Duties to include: * Leading, supporting, and motivating the service desk team to deliver excellent client service. * Being line manager to service desk analysts * Providing guidance on escalated issues and managing client concerns effectively. * Overseeing the allocation, monitoring and closure of support tickets. * Ensuring SLAs and KPIs are met and reporting performance to senior leadership. * Analysing service desk data to identify trends and drive improvement. * Ensuring customer satisfaction. * Ensuring that required training, development, and certification within the team is delivered. * Maintaining a positive team culture that balances performance, collaboration, and growth. * Supporting the wider business in developing and expanding service offerings. * Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance...