Head of IT Service Desk — Lead High-Impact Tech Support

Tate Recruitment; Milton Keynes; Híbrido; GBP 81.000 - 99.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Benefits package

Descripción de la vacante

Tate Recruitment is partnering with a growing technology services organisation to appoint a Head of Service Desk in Buckinghamshire. The role leads 1st, 2nd and 3rd line support, shaping a high-performing, customer-focused function while driving service performance and continuous improvement.

You will manage Service Desk Leaders, own escalation management, drive SLA delivery and ensure the team delivers outstanding service in a hybrid, 3-days-in-office model.

Formación

• Experience leading Service Desk operations within an MSP or IT services environment.
• Experience managing Team Leaders and developing management capability.
• Strong understanding of ITIL and service management best practice.
• A track record of improving operational performance and service quality.
• Excellent stakeholder management and communication skills.
• A hands-on leadership style with a passion for developing people.

Responsabilidades

• Leading and developing Service Desk Team Leaders and technical teams
• Driving SLA performance and customer satisfaction
• Managing service demand, workload and ticket backlogs
• Acting as a senior escalation point for critical incidents
• Using operational data and reporting to drive performance improvements
• Creating a culture of accountability, collaboration and continuous development
• Identifying opportunities to improve processes, tooling and service delivery

Conocimientos

Service Desk Leadership

ITIL Knowledge

Stakeholder Management

People Development

MSP/IT Services

Herramientas

ITSM Tools

Descripción del empleo

Tate Recruitment is partnering with a growing technology services organisation to appoint a Head of Service Desk in Buckinghamshire. The role leads 1st, 2nd and 3rd line support, shaping a high-performing, customer-focused function while driving service performance and continuous improvement.

You will manage Service Desk Leaders, own escalation management, drive SLA delivery and ensure the team delivers outstanding service in a hybrid, 3-days-in-office model.