Address
Form of work
SalaryWe 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.
Key Responsibilities:- 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
