IT Service Desk Manager

TieTalent; Abingdon; On-site; GBP 35,000 - 45,000; Full time

Job summary

A fast-growing organization in Abingdon is seeking a Service Desk Manager to lead their service desk operations. The role involves overseeing daily operations, mentoring staff, and ensuring efficient handling of IT support requests. The ideal candidate will have extensive experience in service desk management and a strong customer service background.

Qualifications

• 3-5 years of experience in IT service desk management.
• Proven leadership and team management experience.

Responsibilities

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

Skills

Leadership

Customer Service

Tools

ServiceNow

Jira

Zendesk

Job description

About

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

Salary: £35,000 - £45,000 per annum

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

Contract: Permanent

Location: Abingdon, Oxfordshire

Main Duties for the Service Desk Manager

1. Oversee daily operations of the service desk to ensure efficiency in handling IT support requests and incidents.
2. Lead, mentor, and provide guidance to the service desk staff, ensuring high performance and professional development.
3. Ensure timely resolution of incidents and service requests by implementing effective ticketing systems and tracking solutions.
4. Monitor and report on service-level agreements (SLAs) to meet response and resolution targets.
5. Create and enforce service desk policies, procedures, and standards to improve efficiency and customer satisfaction.
6. Maintain communication with internal stakeholders, providing updates on major incidents and service improvements.
7. Analyze performance data to identify opportunities for process improvements and automation.
8. Manage relationships with external vendors for IT tools, software, and services, ensuring contractual obligations are met.
9. Handle escalations from end-users, ensuring high-priority issues are resolved effectively and promptly.
10. Oversee the creation and maintenance of knowledge base articles, user guides, and training materials for staff and end-users.

Experience Required

1. 3-5 years of experience in IT service desk management, with increasing responsibilities.
2. Proven leadership and team management experience (2-3 years).
3. Strong customer service background, managing user expectations and escalations.
4. Proficiency with service desk software and ticketing systems such as ServiceNow, Jira, Zendesk.

Additional Information

To apply, please contact Lucy at (phone number removed). Only candidates with relevant skills and experience will be contacted. If you do not hear back within 5 days, your application was unsuccessful. Please visit our website for other opportunities.

We value diversity and are committed to equal opportunity employment. No discrimination based on gender, marital status, religion, colour, age, disability, or sexual orientation.

Nice-to-Have Skills

• ServiceNow
• JIRA

Work Experience

• Systems Administrator

Languages

• English