Service Desk Manager

Service Desk Manager
Leeds
£46,000 to £50,000
Your new company
Hays Technology are recruiting an IT Service Desk Manager to join a public sector organisation on a permanent basis based in the Leeds area. You will be reporting to the Head of Digital Service Operations.
Your new role
In your new role, you will be leading the provision of 1st, 2nd & 3rd line IT support, ensuring that Service levels & KPIs are achieved, whilst handling incidents and problem escalation to ensure that issues are dealt with and escalated to the appropriate team. You will also be developing the IT Service Desk team, ensuring that appropriate training plans are in place for new starters, as well as leading the ongoing development of the team.
You will be ensuring that technical expertise is appropriately shared within the team to underpin a high level of customer service, whilst building relationships with key internal contacts and external suppliers to assist with adding value and meeting agreed service levels. You will be monitoring the performance of the Service Desk against agreed service levels and deputising for the Head of Digital Service Operations when required.
What you'll need to succeed

• Demonstrable experience of managing a busy Service Desk team
• Demonstrable experience of implementing and following ITIL Service Management best practice
• Experience of managing incidents, major incidents and problems using the ITIL framework
• Excellent configuration, troubleshooting, analytical, and diagnostic skills
• Working knowledge of Azure AD, Microsoft 365, O365, and Service Management systems
• Excellent stakeholder management skills

What you'll get in return
This exciting position is paying between £46,000 and £50,000 negotiable on experience and offers an excellent work-life balance including: homework, generous annual leave, employer contribution pension scheme, flexibility, training, and development opportunities.
What you need to do now
If you're interested in this role, click apply now to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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