Service Desk Operations Manager

JR United Kingdom; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the data centre sector seeks a Service Desk Operations Manager in East London. The role involves managing IT service desk operations, ensuring effective ticket management, and fostering a culture of continuous improvement. Candidates should possess strong ITIL knowledge and proven leadership abilities.

Qualifications

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

Responsibilities

• Oversee day-to-day operations of the service desk.
• Act as escalation point for critical issues.
• Monitor and report on key metrics.

Skills

Leadership

Team Management

ITIL Knowledge

Problem-Solving

Job description

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Service Desk Operations Manager

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

Responsibilities:

1. Assist 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.
2. Oversee the day-to-day operations of the service desk, ensuring all tickets and incidents are managed effectively and in accordance with SLAs and policies.
3. Act as the escalation point for critical issues requiring immediate attention. Communicate effectively with stakeholders and customers. Monitor and report on key metrics such as response times, resolution times, ticket volumes, and customer satisfaction.
4. Maintain ownership of all incidents, facilitate communication of updates, and ensure prompt resolution to minimise service disruption.

Requirements:

• Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.
• Strong knowledge of ITIL frameworks 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.