IT Service Desk Manager

Lorien; Glasgow; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading company is seeking an IT Service Desk Manager to oversee its service desk operations in Glasgow. The ideal candidate will bring significant experience in IT support, managing incident resolution, and fostering a customer-centric culture, ensuring high-quality IT support. This role involves working in a dynamic environment with a focus on continuous improvement and team management.

Qualifications

• Significant experience in IT service/support functions.
• Proven track record managing service desk operations.
• Exceptional communication and interpersonal abilities.

Responsibilities

• Oversee day-to-day operations of the service desk.
• Manage incident resolution and implement KPIs/SLAs.
• Drive continuous improvement initiatives for IT support.

Skills

Incident management

Change management

ITIL best practices

Analytical skills

Problem-solving skills

Communication skills

Interpersonal abilities

Education

Degree in IT, Business Management or related field

Job description

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(hybrid working in Glasgow, Edinburgh, Dundee or Aberdeen)

Are you an experienced IT professional with a passion for delivering exceptional customer service? If so, this could be the perfect role for you! The company is seeking a talented IT Service Desk Manager to join their dynamic team and make a real impact.

About the Role

As the ICT Service Desk Manager, you will be responsible for overseeing the day-to-day operations of the company's service desk. This includes managing incident resolution, implementing effective KPIs and SLAs, and ensuring the team delivers a seamless IT support experience to all users.

Key responsibilities of the IT Service Desk Manager role include:

• Conducting a comprehensive gap analysis of the current service desk and providing recommendations for improvement
• Reviewing and optimising the company's ITSM tool and processes to enhance efficiency
• Developing and implementing effective staffing models and schedules to meet 24/7 service requirements
• Driving continuous improvement initiatives to enhance the overall quality of IT support
• Fostering a positive, customer-centric culture within the service desk team

What We're Looking For

The ideal candidate for the IT Service Desk Manager role will have:

• Significant experience in an IT service or support function, with a proven track record of managing service desk operations
• Excellent knowledge of incident management, change management, and ITIL best practices
• Strong analytical and problem-solving skills to identify and address service desk challenges
• Exceptional communication and interpersonal abilities to liaise with stakeholders at all levels
• A degree in IT, Business Management, or a related field, or equivalent industry experience

Important - This service desk is 24/7 so some evening/night/weekend shifts may be required.

If you're ready to take on a rewarding challenge and contribute to the success of this dynamic company, we encourage you to apply for the ICT Service Desk Manager role today!

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.