Job Description

Posted 15 hours ago

Our client, a national technology company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you’ll be the heartbeat of IT support operations. Overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You’ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts.

Duties to include:

* Leading, supporting, and motivating the service desk team to deliver excellent client service.

* Being line manager to service desk analysts

* Providing guidance on escalated issues and managing client concerns effectively.

* Overseeing the allocation, monitoring and closure of support tickets.

* Ensuring SLAs and KPIs are met and reporting performance to senior leadership.

* Analysing service desk data to identify trends and drive improvement.

* Ensuring customer satisfaction.

* Ensuring that required training, development, and certification within the team is delivered.

* Maintaining a positive team culture that balances performance, collaboration, and growth.

* Supporting the wider business in developing and expanding service offerings.

* Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance

As a successful candidate, key skills and preferred experience :

* Previous experience managing or leading a service desk or IT support team.

* Experience of service ticketing systems – Dynamics and Service Now would be beneficial.

* Excellent communication skills, both verbal and written.

* Ability to manage client escalations professionally and calmly.

* Background in implementing service improvements and best practice.

* Experience of monitoring and reporting on SLAs and KPIs.

* Strong organisational skills with attention to detail.

* Able to balance leadership responsibilities with occasional hands-on support.

* Problem-solving mindset with a focus on outcomes.

This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday