Service Desk Manager

Vivo Talent Solutions; Milton Keynes; On-site; GBP 40,000 - 50,000; Full time

Job summary

Vivo Talent Solutions is seeking an experienced Service Desk Manager to lead their service desk and service delivery operations in Milton Keynes. This mid-senior level full-time position offers the opportunity to shape service desk operations and improve efficiency, making it ideal for candidates ready to take the next step in their careers.

Qualifications

• 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.

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.

Skills

Leadership

Customer Service

Strategic Thinking

ITIL Processes

Service Management

Job description

Vivo Talent Solutions provided pay range

This range is provided by Vivo Talent Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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