Service Desk Manager

JR United Kingdom; High Wycombe; On-site; GBP 45,000 - 50,000; Full time

Job summary

An award-winning technology firm is seeking a Service Desk Manager to lead and enhance their team operations. This role involves overseeing first and second line support while improving service delivery efficiency. Ideal candidates will have ITIL expertise and a passion for customer service. Competitive salary and bonus package offered.

Qualifications

• Extensive experience in IT Service Desk Management.
• Strong knowledge of ITIL processes and service management.
• Proven success in managing KPIs/SLAs and improving CSAT/NPS.

Responsibilities

• Lead and develop the service desk team, promoting a customer-first culture.
• Define and document SOPs for 1st/2nd line support.
• Monitor and improve CSAT/NPS scores and SLA adherence.

Skills

Leadership

Customer Service

Strategic Thinking

ITIL processes

Service Management

Job description

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Service Desk Manager / Service Delivery / ITIL / Service Management / Permanent / Milton Keynes / up to £50,000pa + bonus / Onsite

Overview

Vivo Talent is working with an award-winning, fast growing technology business who are looking to add to their team.

They’re looking for an experience Service Desk Manager who is confident in their ability to lead and evolve their service desk and service delivery operations. As the Service Desk Manager you will oversee first and second line support while looking to drive efficiency throughout.

This is a fantastic opportunity for someone looking to take the next step in their career and have autonomy in the way that this service desk is shaped.

Key Responsibilities:

• Lead and develop the service desk team, promoting a customer-first culture.
• Define and document SOPs for 1st/2nd line support and internal processes.
• Monitor and improve CSAT/NPS scores, first-contact resolution and SLA adherence.
• Deliver service performance reports, dashboards and Quarterly Business Reviews (QBRs).
• Collaborate with stakeholders to align service delivery with business objectives.
• Support vendor management, contract negotiations and cost efficiency efforts.

Requirements:

• Extensive experience working within IT Service Desk Management
• Strong knowledge of ITIL processes and service management.
• Proven success improving CSAT/NPS and managing KPIs/SLAs.
• Excellent leadership, customer service and strategic thinking skills.
• Experience in MSP, telecoms or networking environments (desirable)

Service Desk Manager / Service Delivery / ITIL / Service Management / Permanent / Milton Keynes / up to £50,000pa + bonus / Onsite

Service Desk Manager / Service Delivery / ITIL / Service Management / Permanent / Milton Keynes / up to £50,000pa + bonus / Onsite

Service Desk Manager / Service Delivery / ITIL / Service Management / Permanent / Milton Keynes / up to £50,000pa + bonus / Onsite