Service Desk Manager

Conferma Limited; Greater Manchester; On-site; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Service Desk Manager to lead a dynamic team in a fast-paced environment. This role involves overseeing the 24/7 Service Desk, ensuring efficient incident management, and driving continual service improvement. You will be responsible for managing performance metrics, implementing policies, and utilizing ServiceNow to its fullest potential. Ideal candidates will possess strong leadership skills and a deep understanding of ITIL practices. Join this innovative firm and contribute to enhancing service quality while fostering a collaborative team culture.

Qualifications

• Proven experience in managing a service desk in a fast-paced environment.
• Strong understanding of ITIL best practices and service management principles.

Responsibilities

• Lead the 24/7 Service Desk, managing incidents and service requests.
• Develop policies to ensure efficient service desk operations.
• Manage and report on service desk performance against SLAs.

Skills

Service Desk Management

Incident Management

ServiceNow

Team Leadership

Performance Reporting

IT Security Compliance

Process Improvement

Education

ITIL Certification

Bachelor's Degree in IT or related field

Tools

ServiceNow

Job description

Service Desk Manager at Conferma is responsible for:

• Leading the 24/7 Service Desk in the management of incidents, service requests, and problem resolution, maintaining service levels and response times.
• Managing and reporting on service desk performance to ensure compliance to SLA policies, using key performance indicators (KPIs) and metrics.
• Developing and implementing policies/procedures to ensure the service desk is operating efficiently and effectively.
• Ensuring that ServiceNow is utilised to its fullest potential.
• Managing the service desk team including setting goals, objectives and assigning tasks as well as providing feedback and support, and addressing any issues or concerns using coachingand development opportunities to improve individual and team performance.
• Maintaining accurate records of incidents resolutions, and frequently asked questions to create a knowledge base for future reference.
• Continual service improvement ensuring that repeat tickets are escalated and that documentation/self-help is in place where possible.
• Instigate major incident management for all P1 and P2 tickets by working with the service delivery management team.
• Addressing and managing any internal or external escalated queries and concerns.
• Maintaining and updating documentation related to service desk processes, procedures, and troubleshooting guides.
• Identifying opportunities for process improvement and implementing changes to enhance service quality and efficiency.
• Ensure IT security and compliance standards are met and maintained.
• Facilitating communication and collaboration within the service desk team and with other departments/teams.
• Assisting the Head of Service Operations with the hiring and onboarding process for new team members.
• Ensuring resource is managed in conjunction with demand; holidays/absence etc.
• Act as a point of escalation to other team members as well as assisting less experienced colleagues.