Service Desk Manager - #140207

The Service Desk Manager is responsible for leading and managing the IT Service Desk team, ensuring the effective delivery of support services to end-users in line with business objectives. This role demands proficiency in incident management, customer service, and team leadership to maintain a high level of IT service support.

The ideal candidate will ensure that service requests and incidents are handled efficiently and according to service level agreements (SLAs).

Responsibilities

Team Management:

• Lead, mentor, and manage the Service Desk team, fostering a high-performance culture.
• Ensure appropriate staffing levels and resources are available to meet service demand.
• Conduct regular performance reviews, manage staff development, and implement training plans.
  
  

Service Delivery

• Oversee the daily operations of the IT Service Desk, ensuring service requests and incidents are managed in line with agreed SLAs and KPIs.
• Monitor and report on service performance, identifying areas for improvement and implementing corrective actions.
• Ensure continuous improvement of service desk processes, tools, and procedures.
  
  

Incident & Problem Management

• Manage and escalate incidents, ensuring timely resolution while minimising business disruption.
• Identify trends and root causes of recurring issues, facilitating long-term solutions through problem management.
• Liaise with technical teams and other stakeholders to ensure efficient problem resolution.
  
  

Customer Focus

• Serve as the primary point of contact for escalations, ensuring a high level of customer satisfaction.
• Develop and maintain strong relationships with key stakeholders, ensuring their needs are met through effective service delivery.
• Communicate effectively with customers and senior management, providing updates on service performance and improvements.
  
  

Service Desk Tools & Systems

• Manage the configuration and administration of the Service Desk toolset.
• Ensure accurate recording and classification of incidents and service requests within the ITSM system.
• Evaluate and implement new tools or upgrades to enhance service delivery and efficiency.
  
  

Process Improvement

• Develop and maintain processes in line with ITIL best practices.
• Lead initiatives to optimise service desk workflows, reduce incident resolution times, and improve first contact resolution.
• Work closely with other IT teams to align support processes with overall IT service management (ITSM) strategies.
  
  

Reporting & Analytics

• Provide regular performance and trend reports to management.
• Use data-driven insights to drive service improvement initiatives.
• Ensure the service desk meets its operational targets and continuously seeks to improve efficiency.
  
  

Qualifications

Technical Profiency:

• Experience with IT Service Management tools (e.g., ServiceNow, JIRA).
• Strong knowledge of Windows, Mac OS, and various enterprise systems.
• Familiarity with networking, hardware troubleshooting, and software support.
• Excellent leadership, coaching, and mentoring skills.
• Strong communication and interpersonal abilities, with a customer-focused approach.
• Ability to handle high-pressure situations and manage multiple priorities effectively.
  
  

Qualifications & Experience

• Bachelor’s degree in IT or a related field, or equivalent work experience.
• Strong experience in a service desk or IT support role, with at least 1-2 years in a leadership capacity.
• ITIL Foundation certification (ITIL 4 preferred).
• Proven experience managing and improving IT support services in a fast-paced environment.