Service Desk Manager

TN United Kingdom; Exeter; On-site; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic Service Desk Manager to lead a team in a public service organization. This role involves overseeing daily operations, implementing ITIL processes, and managing service agreements to ensure top-notch IT support. You'll be responsible for mentoring staff, developing policies, and enhancing service delivery through effective communication and problem-solving. If you're passionate about IT service management and want to make a difference, this opportunity allows you to advance your career while contributing to a vital public service.

Qualifications

• Experience managing service desk operations and leading teams.
• Knowledge of ITIL processes and service desk best practices.

Responsibilities

• Oversee daily operations of the service desk for efficient support.
• Manage and mentor service desk staff, ensuring effective training.

Skills

Team Leadership

ITIL Knowledge

Service Desk Operations

Stakeholder Management

Problem-Solving

Tools

Service Desk Tools

Ticketing Systems

Job description

Your New Role

We are recruiting a Service Desk Manager for a public service organisation. You will lead a team of service desk staff who provide technical support to users across departments. In this role, you will implement ITIL processes, manage service agreements, and ensure IT support for service delivery.

1. Oversee the daily operations of the service desk to ensure efficient and effective support.
2. Manage and mentor service desk staff, providing guidance and training.
3. Develop and implement service desk policies, procedures, and best practices.
4. Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
5. Coordinate with other IT teams to resolve complex issues and improve service delivery.
6. Handle escalations and ensure timely resolution of critical incidents.
7. Maintain and update the service desk knowledge base and documentation.
8. Identify and implement improvements to enhance service desk efficiency and customer satisfaction.

What You'll Need to Succeed

• Experience managing service desk operations, with team leadership experience.
• ITIL knowledge and implementation experience (ITIL certification preferred).
• Experience with service desk tools and ticketing systems.
• Track record of improving support metrics.
• Stakeholder management skills with effective communication at all levels.
• Experience managing support teams.
• Problem-solving abilities and capacity to work within public sector processes.

What You Need to Do Now

If you want to advance your career in an IT service management role where you can make a difference, click 'apply now' to forward an up-to-date copy of your CV.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.