Service Desk Operations Manager

JR United Kingdom; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the data sector is seeking a Service Desk Operations Manager based in East London. The role focuses on managing daily service desk operations, ensuring SLAs are met, and leading a high-performing support team. Ideal candidates will have extensive experience in IT service management and a strong background in team leadership.

Qualifications

• Proven experience in managing IT service desk operations.
• Strong knowledge of IT service management frameworks, including ITIL.
• Experience managing a 24x7 support team.

Responsibilities

• Assisting in the strategy of the 24x7 Service Operations function.
• Overseeing day-to-day operations and managing tickets.
• Acting as an escalation point for critical issues.

Skills

Leadership

ITIL Knowledge

Team Management

Job description

Radius is recruiting for a talented and experienced Service Desk Operations Manager for our data centre client based in East London.

Responsibilities include:

• Assisting the Senior Service Operations Manager in delivering the strategy for the 24x7 Service Operations function, supporting strategic initiatives, and embedding a culture of continuous improvement.
• Overseeing the day-to-day operations of the service desk, ensuring all tickets and incidents are managed effectively and in accordance with SLAs and policies.
• Acting as the escalation point for critical issues or incidents, ensuring effective communication with stakeholders and customers.
• Monitoring and reporting on key performance metrics such as response times, resolution times, ticket volumes, and customer satisfaction.
• Maintaining ownership of all incidents and facilitating communication of incident updates.
• Ensuring prompt resolution of incidents to minimize service disruption and downtime.

Requirements:

• Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.
• Strong knowledge of IT service management frameworks, such as ITIL, and experience implementing ITIL processes.
• Experience managing a 24x7 support team in a high-pressure environment.
• Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.

This job requires an EU work permit. The position is located in London (City of London), United Kingdom.