IT Service Desk Manager - ITIL

OCC Computer Personnel; Gayton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading IT service management company is seeking an experienced IT Service Desk Manager to lead their team in delivering exceptional IT support. Responsibilities include managing incidents, ensuring system security, mentoring team members, and continually improving service performance. Candidates must have ITIL V4 and ideally CompTIA certifications. Strong leadership and proactive approach are essential to enhance customer satisfaction and team growth. This is a permanent, full-time role based in the United Kingdom, England, Gayton.

Qualifications

• Proven experience in managing a small IT service desk team.
• Strong understanding of ITIL practices and service management.
• Ability to track and improve customer satisfaction metrics.

Responsibilities

• Lead and mentor team members to enhance their professional growth.
• Monitor service desk performance to exceed SLAs.
• Analyze metrics to identify trends and support continuous improvement.

Skills

Leadership

Team management

Customer satisfaction

Incident handling

Service desk metrics analysis

Patch management

Capacity planning

Proactivity

Education

ITIL V4 certification

CompTIA certification (A+/Network/Security)

Job description

IT Service Desk Manager – ITIL

Experienced IT Service Desk Manager to lead the IT service desk team to deliver exceptional IT support to end-users via effective and efficient handling of IT incidents & requests. Whilst maintaining the systems health and security posture via regular maintenance and patching activities. ITIL V4, CompTIA certification (A+/Network/Security) would be advantageous and having worked in an MSP environment.

Responsibilities

• Manage a small team of approx. 6 and build out the team for future growth. Mentor, coach team members for professional growth, look at performance and continuous improvement.
• Involved in resource and capacity planning of the service desk to ensure adequate skills and shift coverage are always available.
• Monitor ticket queues and ensure SLAs are exceeded.
• Evaluate and recommend service desk tools, technologies, and ways of working to improve service management, ensuring optimal use of existing IT Service Management & Service Desk tools.
• Analyse Service Desk metrics to identify trends and improve performance, reporting findings to the Service Operations Management team to support collaborative continual improvement of the Service management offerings.
• Track customer satisfaction relating to resolved Service Desk tickets and contact end-users directly to improve customer satisfaction.
• Prioritise the ongoing NOC health monitoring, maintain patch compliance liaising with Change Management & customer facing functions.
• Liaise with Security Ops to ensure vulnerability management tools are available and configured to support operational requirements.
• Generate patch status reports at least monthly and escalates exceptions or delays promptly.
• Ensure minimal downtime and service disruption during patch deployment.
• Manage patch exceptions and mitigations.
• Collaborate with Transition Management to facilitate the transition of new services and processes into operational use. Contribute to planning, execution and monitoring of transition projects to ensure they meet predefined objectives and integrate effectively with existing services, processes and operational standards.

Qualifications and Experience

• ITIL V4 certification.
• CompTIA certification (A+/Network/Security) advantageous.
• Experience in MSP environment.
• Strong leadership and team management skills.
• Knowledge of patch management, security ops and capacity planning.
• Experience in monitoring SLAs and analysing service desk metrics.
• Ability to mentor and coach team members.

The client is looking for someone personable, proactive who is passionate about IT Service Management, ITIL focused with a successful track record in motivating, leading a team. Someone who can help improve performance, who can help grow the team.

Stoke on Trent Office, Permanent, Full Time