Service Desk Manager

We seek a Service Desk Manager to lead a 24/7 service desk team, ensuring efficient handling of service requests and incidents while maintaining high customer satisfaction and meeting SLAs.

• Lead the 24/7 service desk team, managing incidents, requests, and problem resolution.
• Ensure service levels and response times are met.
• Report on performance using KPIs and metrics.
• Develop and implement service desk policies and procedures.
• Optimise the use of ServiceNow.
• Manage team goals, provide feedback, and support development.
• Maintain records and create a knowledge base.
• Drive continuous service improvement.
• Manage major incidents with the service delivery team.
• Handle escalated queries and concerns.
• Update service desk documentation.
• Identify and implement process improvements.
• Ensure IT security and compliance standards.
• Facilitate team communication and collaboration.
• Assist in hiring and onboarding new team members.
• Support less experienced colleagues.

• Experience in incident management and service requests.
• Strong technical knowledge of service desk tools and IT systems.
• Passion for exceptional customer service.
• Ability to lead and motivate a team, set priorities, and delegate tasks.
• Strong communication skills for team and customer interaction.
• Ability to build positive relationships and manage conflict.
• Problem-solving skills and decision-making under pressure.
• Flexibility in handling variable workloads and meeting SLAs.
• Proficiency in Office 365, help desk, and CRM systems.
• 3-5 years in service desk or IT support role, with 1-2 years in management.
• Understanding of ITIL framework and broad IT systems knowledge.

• Thirty-three days annual leave (including bank holidays), the option to purchase up to 10 additional days, and extra leave for life events and birthdays.
• Private medical scheme and 24/7 Employee Assistance Programme (EAP).
• 15% Bonus