IT Service Desk Manager

TieTalent; Abingdon; On-site; GBP 40,000 - 55,000; Full time

Job summary

A fast-growing organization in Abingdon is seeking a Service Desk Manager to oversee daily operations, lead the service desk team, and ensure efficient handling of IT support requests. The role requires strong leadership and customer service skills, along with experience in service desk management. The position is full-time and office-based, offering a permanent contract.

Qualifications

• 3-5 years of Service Desk Management experience.
• 2-3 years of team leadership experience.

Responsibilities

• Manage daily operations of the service desk.
• Lead and mentor service desk staff.
• Ensure timely resolution of incidents.

Skills

Leadership

Customer Service

Incident Management

Tools

ServiceNow

Jira

Zendesk

Job description

This job offer is presented to you through one of our partners. Click on "Show interest" to be redirected.

RME Consultants are working with a fast-growing organisation in the Abingdon area to find a Service Desk Manager to join their team.

Role: Service Desk Manager

Working Hours: Monday - Friday, Full time office-based

Contract: Permanent

Location: Abingdon, Oxfordshire

Main Duties for the Service Desk Manager:

Oversee Daily Operations: Manage the daily operations of the service desk to ensure efficiency in handling IT support requests and incidents.

Manage Service Desk Team: Lead, mentor, and provide guidance to the service desk staff, ensuring high performance and professional development.

Incident Management: Ensure timely resolution of incidents and service requests by implementing effective ticketing systems and tracking solutions.

Monitor Service Levels: Track and report on service-level agreements (SLAs) to ensure the team meets response and resolution time targets.

Develop and Implement Policies: Create and enforce service desk policies, procedures, and standards to improve efficiency and customer satisfaction.

Client and Stakeholder Communication: Maintain regular communication with internal stakeholders, providing updates on major incidents and service improvements.

Continuous Improvement: Analyze service desk performance data and identify opportunities for process improvements and automation.

Vendor Management: Manage relationships with external vendors for IT tools, software, and services, ensuring they meet contractual obligations.

Escalation Handling: Manage escalations from end-users and ensure that complex or high-priority issues are resolved effectively and quickly.

Training and Knowledge Management: Oversee the creation and maintenance of knowledge base articles, user guides, and training materials for service desk staff and end-users.

Experience Required for the Service Desk Manager:

Previous Service Desk Management Experience: At least 3-5 years of experience working in an IT service desk, with progressively increasing responsibilities.

Team Leadership Experience: Proven experience in leading and managing a team, including mentoring, performance management, and team development (typically 2-3 years of leadership experience).

Customer Service Experience: A strong background in customer service, with experience managing user expectations, handling escalations, and improving user satisfaction.

Experience with Service Desk Tools: Proficiency in using service desk software, ticketing systems (like ServiceNow, Jira, Zendesk), and other IT support tools.

To apply today, please contact Lucy on (phone number removed).

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position.

If you do not hear back from us within 5 days, you have unfortunately been unsuccessful in your application. Please continue to visit the website for other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications, and abilities to perform the duties of the job