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Base pay range
Service Desk Manager
12 Month Contract
Location: Gloucester (Onsite Full Time)
We are looking to recruit a Service Desk Manager on an initial 12 month contract for a technology driven public sector organisation based in Gloucester. This is an excellent opportunity for an experienced IT Service Desk / Helpdesk Manager seeking a role that will contribute to real change in the community.
Responsibilities
* Lead, support, mentor, and develop the Service Desk team to deliver effective customer support.
* Oversee daily operations, manage high-priority incidents, and ensure timely resolution of requests.
* Develop and monitor service desk KPIs and SLAs; provide regular performance reports.
* Maintain and refine service desk processes and documentation.
* Collaborate with other ICT teams, project managers, and suppliers to ensure successful service transition.
* Manage feedback, analyse root causes of incidents, and implement service improvement plans.
* Monitor and manage costs associated with service delivery.
* Maintain security standards and ensure information confidentiality.
Duties and Tasks
* Ensure adherence to incident management and escalation procedures.
* Proactively resolve system problems; investigate patterns and trends to prevent recurrence.
* Manage service catalogues and ensure all supported services are documented and current.
* Monitor performance metrics and recommend improvements to enhance service efficiency.
* Conduct capacity planning, forecasting, and system performance analysis.
* Provide coaching, performance feedback, and on-the-job training to staff.
* Facilitate communication across stakeholders and act as a single point of contact for escalations.
* Coordinate configuration changes, system upgrades, and maintenance with minimal service disruption.
* Maintain strong compliance with ITIL and IT Service Management (ITSM) best practices.
Skills and Experience
* Strong experience managing a busy ICT service desk in a multi-channel environment.
* Knowledge of IFS Assyst (ITSM) - desirable
* In-depth understanding of ITIL processes and service desk software/tools.
* Ability to lead teams, manage resources, and drive performance improvements.
* Excellent interpersonal, problem-solving, and communication skills.
* Capable of working under broad direction and taking full ownership of objectives.
* Demonstrates ethical thinking, innovation, and customer-focus.
* Experience working with incident and problem management, service transitions, and continuous improvement.
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* Desktop Computing Software Products
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