IT Service Desk Manager - ITIL

OCC Computer Personnel; Stafford; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading IT Service Management firm in Stafford is seeking an experienced IT Service Desk Manager to lead their service desk team. This role involves ensuring exceptional IT support to end-users, monitoring performance metrics, and improving service delivery. The ideal candidate will have a strong background in ITIL, leadership experience, and a track record of motivating teams. This is a full-time, permanent position based in Stoke on Trent.

Qualifications

• Proactive individual with passion for IT Service Management.
• Track record in motivating and leading a team.
• Experience in managing IT incidents and requests.

Responsibilities

• Lead the IT service desk team to deliver exceptional IT support.
• Monitor ticket queues and ensure SLAs are exceeded.
• Evaluate and recommend service desk tools and technologies.
• Track customer satisfaction and improve service delivery.

Skills

ITIL

Leadership

Customer Satisfaction

Tools

Service Desk Tools

ITIL V4

CompTIA Certification (A+/Network/Security)

Job description

Overview

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.

You will be instrumental in managing a small team of approx. 6 and help build out the team for future growth. You will be involved in mentoring, coaching team members for professional growth, looking at performance and continuous improvement.

Responsibilities

• As the business expands you will be 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, where required, contact end-users directly to improve customer satisfaction.
• Prioritise the ongoing NOC health monitoring, maintain patch compliance liaising with Change Management & customer facing functions
• Liase with Security Ops to ensure vulnerability management tools are available and configured to support operational requirements
• Generate patch status reports at least monthly and escalate 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 the planning, execution, and monitoring of transition projects to ensure they meet predefined objectives and integrate effectively with existing services, processes, and operational standards.

Qualifications & Profile

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