Service desk manager

Hays; Gloucester; On-site; GBP 54,000; Full time

Job summary

An established industry player is seeking a proactive Service Desk Manager to lead a dedicated team in Gloucester. This role involves acting as the primary point of contact for customers and ensuring efficient service delivery within agreed SLAs. You will leverage your expertise in ITIL processes and team management to troubleshoot incidents and provide guidance to your team. If you thrive in a dynamic environment and have a passion for customer service, this opportunity offers a chance to make a significant impact while working with diverse technologies and third-party suppliers.

Qualifications

• Experience managing or leading a team in a fast-paced environment.
• Understanding of IT infrastructure and desktop support.

Responsibilities

• Act as a single point of contact for customers and users.
• Manage service requests within the agreed SLAs and escalate when needed.

Skills

Team Management

Customer Service

Troubleshooting

ITIL Awareness

Tools

ServiceNow

MS Windows

Citrix

Unix

Telephony

Networking

Job description

Service Desk Manager | Gloucester | £54,000

Your New Role:

• You will act as a single point of contact for customers and users.
• Manage service requests within the agreed SLAs.
• Raise all incident tickets to the service management toolset and speak with relevant teams to ensure proper service.
• Work with 3rd party suppliers.
• Perform troubleshooting and incident resolution.
• Escalate incidents and service requests.
• Provide leadership to the team and guidance where needed.
• Follow ITIL processes.

What You'll Need to Succeed:

• Experience managing or leading a team.
• Customer service experience and experience working in a fast-paced environment.
• Experience with MS Windows, Citrix, Unix, Telephony, Networking.
• Certification or awareness of ITIL V3.
• Experience with Service-now, end-user computing and productivity experience.
• Understanding of IT infrastructure and desktop support.