Service Desk Manager

Job Title: Service Desk Manager

Location: Gateshead

Working Pattern: Monday to Friday (37.5 hours per week) - 4 days in Office

Contract Type: Permanent

Job Summary:
We are looking for a Service Desk Manager to lead our clients' support team, ensuring efficient resolution of user issues and continuous improvement of service desk processes.

Key Responsibilities:

1. Lead and mentor a team of service desk technicians.
2. Oversee daily operations and ensure prompt issue resolution.
3. Monitor service desk metrics and maintain high service quality.
4. Ensure customer satisfaction and manage escalated issues.
5. Identify and implement process improvements.
6. Manage incident and problem lifecycles.
7. Prepare and present performance reports.

Requirements:

1. Bachelor’s degree in IT or related field, or equivalent experience.
2. 5+ years in IT support, with 2+ years in a supervisory role.
3. Strong understanding of ITIL principles and service management software.
4. Excellent leadership, communication, and problem-solving skills.
5. Flexibility to work overtime and travel as needed.

Preferred Qualifications:

1. ITIL certification.
2. Experience with service desk automation.
3. Knowledge of cybersecurity best practices.

What We Offer:

1. Basic: £27,000 - £30,000
2. Career growth opportunities.
3. 23 days holiday plus bank holidays, rising to 28 days after 5 years.
4. Stakeholder pension scheme & death in service benefit.
5. Discounts and deals through our reward platform.
6. Healthcare cash plan.
7. Cycle to work scheme.
8. Volunteer Days.
9. Referral bonuses.
10. Employee Assistance Programme.
11. Enhanced Maternity and Paternity scheme.