IT Service Desk Manager

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

Job summary

A leading company in IT services is seeking an experienced ICT Service Desk Manager to enhance their operational efficiency. You will lead a team in delivering exceptional IT support, implement key performance indicators, and foster a customer-centric culture. This role offers hybrid working opportunities across major cities in Scotland, making it a flexible and rewarding position for the right candidate.

Qualifications

• Significant experience in IT service or support function.
• Proven track record of managing service desk operations.
• Exceptional communication and interpersonal abilities.

Responsibilities

• Oversee daily operations of the service desk.
• Manage incident resolution and implement KPIs.
• Drive continuous improvement initiatives for IT support.

Skills

Incident management

Change management

ITIL best practices

Analytical skills

Problem-solving skills

Communication

Education

Degree in IT

Degree in Business Management

Job description

(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.