Service Desk Manager: ITIL-Driven Leadership

MarineMax Brand; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

A prominent marine services company is seeking a Service Desk Manager to oversee technology support services. The successful candidate will lead a dedicated team, maintain high standards of service delivery, and manage IT service management processes aligned with ITIL 4 best practices. Responsibilities include improving performance metrics, training staff, and ensuring compliance with relevant controls. This role offers an opportunity to drive continuous improvement and focus on customer satisfaction within a growing organization.

Qualifications

• Experience leading a service desk or IT support team.
• Proven ability in IT service management and process optimization.
• Strong communication and leadership skills.

Responsibilities

• Lead and develop the Service Desk team for high-quality service.
• Own and improve IT service management processes.
• Serve as Incident Commander for major incidents.

Skills

Customer-centric service delivery

ITIL 4 knowledge

Performance management

Incident management

Problem-solving skills

Tools

ITSM software

Ticketing systems

Job description

A prominent marine services company is seeking a Service Desk Manager to oversee technology support services. The successful candidate will lead a dedicated team, maintain high standards of service delivery, and manage IT service management processes aligned with ITIL 4 best practices. Responsibilities include improving performance metrics, training staff, and ensuring compliance with relevant controls. This role offers an opportunity to drive continuous improvement and focus on customer satisfaction within a growing organization.