Service Desk Manager

La Fosse; Birmingham; Hybrid; GBP 54.000 - 66.000; Vollzeit

Benefits dieser Stelle

Hybrid working

On-site in Birmingham

Global support function

Zusammenfassung

La Fosse is partnering with a global assurance organisation to recruit a Service Desk Manager to lead and develop their worldwide IT Service Desk function from Birmingham.

You will oversee day‑to‑day operations, manage Team Leads and Analysts, act as a major incident escalation point, drive continual service improvement, and monitor KPIs and SLAs, working closely with ITSM, Infrastructure and Cyber Security teams in a hybrid 2–3 day on‑site pattern.

Qualifikationen

• Experience managing a Service Desk within a medium to large enterprise environment.
• Strong leadership skills with experience developing high-performing teams.
• A solid understanding of ITIL best practice, ideally ITIL 4.
• Experience working with enterprise ITSM tools such as Halo ITSM or similar platforms.
• Excellent stakeholder management and communication skills.

Aufgaben

• Lead the day-to-day operation of a global Service Desk function.
• Manage and develop Service Desk Team Leads and Analysts.
• Act as a key escalation point for major incidents and critical service issues.
• Drive continual service improvement initiatives and enhance user satisfaction.
• Monitor and report on service performance, KPIs and SLAs.
• Work closely with ITSM, Infrastructure and Cyber Security teams to deliver a seamless support experience.
• Contribute to an out-of-hours Major Incident Management rota.

Kenntnisse

Service Desk management

Leadership

ITIL v4

Stakeholder management

Customer-focused mindset

Tools

Halo ITSM

Jobbeschreibung

Birmingham | Hybrid (2-3 Days On-Site) | Up to £60,000

I'm currently partnered with a global assurance organisation operating in over 150 countries, to recruit a Service Desk Manager to lead and develop their global IT Service Desk function.

This is an excellent opportunity for an experienced Service Desk leader looking to take ownership of a high-profile support function, managing Team Leads and Analysts while driving service excellence across a global business.

The Role

As Service Desk Manager, you will:

• Lead the day-to-day operation of a global Service Desk function.
• Manage and develop Service Desk Team Leads and Analysts.
• Act as a key escalation point for major incidents and critical service issues.
• Drive continual service improvement initiatives and enhance user satisfaction.
• Monitor and report on service performance, KPIs and SLAs.
• Work closely with ITSM, Infrastructure and Cyber Security teams to deliver a seamless support experience.
• Contribute to an out-of-hours Major Incident Management rota.

What We're Looking For

We're keen to speak with individuals who have:

• Experienced managing a Service Desk within a medium to large enterprise environment.
• Strong leadership skills with experience developing high-performing teams.
• A solid understanding of ITIL best practice, ideally ITIL 4.
• Experience working with enterprise ITSM tools such as Halo ITSM or similar platforms.
• Excellent stakeholder management and communication skills.
• A strong customer-first mindset and passion for service improvement.
• Experience supporting global teams and working across multiple time zones would be highly advantageous.

The Person

This role would suit an energetic, enthusiastic and highly engaging leader who thrives on building relationships, communicating with stakeholders at all levels, and creating a positive team culture. We're looking for someone who can bring personality, energy and strong communication skills alongside operational Service Desk expertise.

Package

• Up to £60,000
• Hybrid working, 2-3 days per week in Birmingham
• Opportunity to lead a globally recognised support function during a period of continued growth and transformation.