Service Desk Manager: Lead IT Support & Improvements

Xerox; City of Edinburgh; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global technology firm in Edinburgh seeks a Service Desk Manager to lead the End User Support Service Desk. You will manage a team of analysts, ensure efficient handling of service requests, and drive service improvements. The ideal candidate has over 7 years of experience in IT support, strong leadership skills, and knowledge of ITIL processes. This position is a great opportunity for someone who values client relationships and enjoys developing teams.

Qualifications

• 7+ years in customer-facing IT support/Service Desk environment.
• Experience coaching, motivating, and developing technical teams.
• Strong understanding of ITIL processes.

Responsibilities

• Lead a team of 1st and 2nd Line Analysts.
• Manage service desk operations ensuring efficient handling of requests.
• Analyze ticket trends for proactive service improvements.

Skills

Customer-facing IT support experience

People leadership skills

Troubleshooting skills

Communication skills

ITIL-based process knowledge

Data analysis skills

Tools

Microsoft technologies

Citrix

VMware

ITIL qualifications

Job description

A global technology firm in Edinburgh seeks a Service Desk Manager to lead the End User Support Service Desk. You will manage a team of analysts, ensure efficient handling of service requests, and drive service improvements. The ideal candidate has over 7 years of experience in IT support, strong leadership skills, and knowledge of ITIL processes. This position is a great opportunity for someone who values client relationships and enjoys developing teams.