Service Desk Manager - Leeds

Oscar Technology; Leeds; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A leading IT services company in Leeds is seeking a Service Desk Manager to lead a high-performing team. This hybrid role focuses on driving service excellence, analyzing performance data, and ensuring team effectiveness. The successful candidate will have experience in ITIL practices, KPI management, and a strong capability for training and developing staff. This position offers a salary between £50K - £55K plus a 10% bonus, with opportunities to make a significant impact in service delivery.

Qualifications

• Experience in managing a service desk team.
• Proven track record in achieving SLA targets.
• Strong analytical skills for performance data analysis.

Responsibilities

• Lead the Service Desk team to achieve service excellence.
• Analyze service desk performance data to meet SLA.
• Ensure effective training and resolution of incidents.

Skills

Technical leadership

Performance analysis

KPI management

ITIL methodologies

Training and development

Job description

Service Desk Manager - £50K - £55K 10% bonus

Hybrid

Are you a transformational leader looking for an opportunity to make a big impact?

Are you an operational and performance-driven individual who can set goals and motivate others?

This is a brilliant opportunity to lead an amazing team of Service desk support engineers, (hybrid) based in Leeds.

They're a strong unit with strong culture and have a key focus on ITSM methodologies.

Responsibilities

• Provide effective technical leadership, line management and direction to the Service Desk team in pursuit of service excellence.
• Analyse the service desk systems and performance data ensuring the service and delivery meets or exceeds SLA for incident, problem, and change.
• Ensure the team are effective and adequately trained in investigating, identifying, diagnosing, and resolving Incidents related faults and escalating to 3rdparties where necessary.
• Monitor and manage the team performance through effective development and use of KPI's and reporting, identifying and coaching team members in attainment of performance.
• Own the creation and development of effective organisational procedures, policies, and practices to deliver against SLA and to industry best practices such as ITIL.
• Pursue and lead the effective identification, analysis, and escalation of problems - owning them through to resolution, reporting effective to stakeholders.
• Ensure the attainment of SLA in delivering effective request fulfilment.
• Ensure that staff are trained to meet the demands of service in the pursuit of operational excellence.
• Implement appropriate methods of feedback for customer and supplier satisfaction.

Service Desk Manager - Leeds (Hybrid)

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