Service Desk Manager

The postholder will oversee the efficient operation of the IT Service Desk, ensuring high-quality support services are delivered consistently across the business.

This role combines leadership, technical awareness, and strong communication skills to drive service excellence, ensure adherence to SLAs, and support effective coordination with resolver teams and stakeholders during high-priority incidents.

Key Responsibilities

* Service Desk Management

* Incident Coordination

* Team collaboration within and outside of department.

* Drive continual service improvement initiatives.

* Report on performance, incident trends, and operational metrics.

* Drive forward industry best practices within the business.

* Provide training and guidance to the Service Desk team.

Skills, Knowledge & Expertise

Experience/Skills & Knowledge

* Proven Leadership and Team Management

* Incident Coordination

* Technical Proficiency - IT infrastructure, systems, and services (e.g., Windows, Office 365, networks, cloud solutions).

* ITIL Framework Knowledge

Personal Attributes/Behaviours

* Communication Skills

* Customer Service Orientated

* Analytical and Problem-Solving Skills

* Adaptability and Resilience

* Organisational and Time Management Skills

* Collaboration and Stakeholder Management

Job Benefits

* 25 days holiday plus bank holidays

* Contributory Pension Scheme

* Free on-site Parking

* Holiday Buy Scheme

* Volunteer Scheme

* Share Save Scheme

* Life Assurance

* Enhanced Maternity, Adoption & Paternity Scheme

* Health & Wellbeing Initiatives

* Discount Scheme