Service Desk Manager - Leeds

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

Job summary

A leading technology service provider in Leeds is seeking a Service Desk Manager who can drive performance and foster an effective service desk team. The role involves providing technical leadership, managing service delivery against SLA, and ensuring operational excellence. Candidates should have a background in ITSM methodologies and be skilled in coaching and developing team members. This hybrid position offers a competitive salary with bonuses.

Qualifications

• Experience in leading a Service Desk team.
• Ability to analyze service desk performance data.
• Strong understanding of ITIL practices.

Responsibilities

• Provide effective technical leadership to the Service Desk team.
• Analyze service desk systems and performance data.
• Monitor team performance through KPI's and reporting.
• Own the creation of organizational procedures to fulfill SLA.
• Lead the identification and escalation of problems.

Skills

Transformational leadership

ITSM methodologies

KPI management

Team coaching

Incident resolution

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 effectively 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)