Description:
We are seeking a proactive and experienced Service Desk Manager to lead our 24x7x365 react and respond service desk team. You will be responsible for overseeing the day-to-day operations of the service desk team of 16+ staff, ensuring the delivery of exceptional support services to our clients in line with ITIL best practices and contractual SLAs.
The ideal candidate is a natural leader with a passion for customer satisfaction, continuous improvement, and developing high-performing teams.
Key Responsibilities
- Manage and develop a team of service desk operators, fostering a collaborative and high-performance culture.
- Continuously review and improve service desk processes, tools, and knowledge bases to enhance efficiency and customer satisfaction.
- Manage team scheduling, workload distribution, and resource planning to ensure optimal coverage.
- Act as the primary point of contact for escalations and maintain strong relationships with internal technical teams.
- Implement and oversee quality control measures to ensure a consistent and high standard of service delivery.
- Monitor and report on service desk performance using key metrics.
Qualifications
- Proven experience as a Service Desk Manager, Operations Team Lead, or in a similar lead role within an IT service environment.
- Must be UK National able to achieve SC Clearance.
- Must be available to work in the Leeds office on a consistent basis (minimum 60%).
- Excellent communication and documentation skills and a demonstrated ability to collaborate effectively with cross-functional technical and non-technical teams.
- Experience working in an IT consultancy or Managed Service Provider (MSP) environment supporting multiple service clients.
- Experience of leading performance reviews, improvement plans, setting tasks/goals and enforcing team standards to deliver exceptional service.
- Strong organizational, planning, and interpersonal skills are essential.
Desirable
- Familiarity with ITSM tools such as ServiceNow.
- Experience supporting bespoke applications and complex IT infrastructure.
- Initiating and driving team and service improvement activities.
- Understanding of service commercial aspects, status and delivery requirements.