ICT Service Desk Manager

TN United Kingdom; Gloucester; On-site; GBP 50,000 - 55,000; Full time

Job summary

An established industry player is seeking an ICT Service Desk Manager to lead their dedicated team in Gloucester. This role offers a fantastic opportunity to oversee operations, manage performance, and drive service improvements in a critical public sector environment. You will be responsible for guiding a talented team, ensuring customer satisfaction, and implementing effective processes. With a competitive salary and generous benefits package, this position not only provides professional growth but also the chance to make a significant impact on public safety and order. Join a supportive and collaborative work environment where your contributions will truly matter.

Benefits

Pension (20%+)

Healthcare

Professional growth opportunities

Collaborative work environment

Qualifications

• Proven track record in managing a Service Desk team for an enterprise environment.
• Strong technical understanding of first and second line Microsoft Windows environment.

Responsibilities

• Lead and manage the Service Desk Team, ensuring high-quality service.
• Oversee daily operations, managing incidents and requests promptly.
• Monitor service desk performance and report to senior management.

Skills

ITIL

Agile Frameworks

Service Level Metrics

Communication Skills

Process Mapping

Technical Understanding

Management Skills

Job description

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• Fantastic opportunity for an ICT Service Desk Manager in Gloucester.

About Our Client

This opportunity is with a Enterprise organisation in the public sector and government that plays a critical role in maintaining public safety and order. They are known for their strong commitment to quality and service, and they operate from their office in Gloucester.

Job Description

• Team Leadership: Lead and manage the Service Desk Team, providing guidance, support, mentorship, development, and training to ensure the delivery of high-quality service and customer satisfaction.
• Operations Management: Oversee the day-to-day operations of the Service Desk, ensuring that incidents and requests are managed in a timely manner, with a focus on actively managing Priority 1 tickets.
• Performance Monitoring: Monitor and review service desk and service delivery performance, reporting on a weekly, monthly, and quarterly basis or as required by senior management.
• Documentation and Processes: Develop and maintain Service Desk documentation, processes, and procedures, ensuring they are followed consistently.
• Financial Management: Work with ICT management to manage financial costs effectively.
• Service Improvement: Monitor feedback and suggest service improvement plans to enhance service delivery.
• Technical Support: Provide technical support to the Service Desk team and liaise with both in-house and 3rd party support technicians.
• Service Transition: Work with Project and internal IT teams to enable service transition and upskilling of service desk resources.
• On-Call Management: Manage the out of hours Triage On-Call team, providing 24/7 support.

The Successful Applicant

• Proven track record in managing a Service desk team for an enterprise environment.
• ITIL & Agile Frameworks
• Service Level Metrics: Experience in defining and reporting Service Level Metrics (SLAs, KPIs).
• Communication Skills: Strong communication skills throughout the organisation, up to senior levels, and at the right level for both skilled and non-skilled personnel.
• Process Mapping: Proven ability to create and embed processes effectively. For example incident management and joiners, movers and leavers processes.
• Technical Understanding: Strong technical understanding of first and second line Microsoft Windows environment and non-specific application support.
• Management Skills: Demonstrably strong people management skills.

What's on Offer

• A competitive salary around £50,000 - £55,000 per annum.
• A generous benefits package, including pension (20%+) and healthcare
• A supportive and collaborative work environment
• Opportunities for professional growth and development
• The chance to make a significant impact in the public sector