Description
* Are you an experienced IT support professional with a passion for leadership and customer service?
* Do you thrive in fast-paced environments, ensuring teams deliver exceptional service while maintaining high standards?
If so, we want to hear from you! We offer a starting salary of up to £35,000, with hybrid working.
About this Role: Service Desk Team Manager. - 1st line
We are looking for a proactive and skilled Service Desk Manager to lead our dedicated service desk team. As a key player in our organisation, you’ll be responsible for overseeing day-to-day operations, driving continuous improvement, and ensuring the delivery of top-tier IT support. Your leadership will help maintain compliance with ISO 27001 and ISO 9001 standards, while always striving for excellence in service delivery.
What You’ll Be Doing:
* Leading the Team: Oversee and support your service desk team to ensure the efficient resolution of IT incidents, requests, and problems. You’ll manage schedules, resource planning, and workload distribution to meet agreed service levels.
* Coaching & Development: Provide guidance, training, and performance management to help your team grow. Foster a collaborative, professional, and continuously improving environment.
* Service Excellence: Manage incident management, request fulfilment, and ensure timely escalations. Your focus will be on maintaining the highest standards of customer service.
* ISO Compliance: Ensure adherence to both ISO 27001 and ISO 9001 standards. You’ll promote information security awareness, support audits, and manage risk assessments.
* Customer Satisfaction: Build strong relationships with stakeholders, acting as the key point of escalation for high-priority issues. Always look for ways to enhance the customer experience.
* Continuous Improvement: Regularly report on service desk performance, identify trends, and lead initiatives that enhance efficiency and service quality.
What We’re Seeking from you:
* Experience: Proven experience in a service desk or IT support environment, with at least 2 years in a supervisory role.
* Certifications: ITIL or similar IT service management framework certification (preferred). Experience with ISO 27001 and ISO 9001 is highly desirable.
* Leadership: Strong leadership skills with the ability to motivate and guide a team to success.
* Problem-Solving: Excellent decision-making abilities and a proactive approach to solving complex issues.
* Communication: Strong communication and interpersonal skills to build relationships at all levels within the organisation.
* Tech Savvy: Familiarity with service desk tools, reporting systems, and IT service management frameworks.
Why Join Us? My client is in the Health-Tech sector & the leader is prescription tech solutions, nationwide.
* Career Development: We are committed to your personal and professional growth with opportunities for training and development.
* Collaborative Culture: Work alongside a supportive team dedicated to excellence and continuous improvement.
* ISO Standards: Gain invaluable experience maintaining ISO 27001 and ISO 9001 compliance, expanding your knowledge of global best practices in IT service management.
Key Metrics for Success:
* Adherence to SLAs and KPIs
* Team performance and customer satisfaction ratings
* Successful completion of team training
* Ongoing compliance with ISO 27001 and ISO 9001 standards
* Improvements in service desk efficiency and quality metrics
If you're ready to take the next step in your career and lead a team dedicated to excellence, we’d love to hear from you! Apply now and help us continue delivering outstanding IT support.