Service Desk Manager - £65,000 - Hybrid Working - City Of London

Service Desk Manager - £65,000 – Hybrid Working – City of London

A highly successful, global financial services business are looking for a personable Service Desk Manager to join their IT team.  This is a brilliant opportunity to join an established business in a role that really adds value.

Please note – Hybrid Working is offered- 3 days per week in the office and 2 at home.

As the Service Desk Manager you will be responsible for leading a team to ensure the delivery of exceptional customer service will effectively resolving technical support issues.  Reporting to the Head of Technology, you will have a forward thinking, problem solving mindset as you lead the team to achieve performance goals and provide all users with a great experience.

Key responsibilities of this Helpdesk Manager role includes:

Managing the Helpdesk function across all regions; managing the team, rotas and 3 rd party organisations

Monitor and report on the performance of the Service Desk – ensuring SLAs are met and issues resolved

Implementing SLA and process improvement

Develop and enhance the Service Desk framework and processes

Ensure the helpdesk is efficiently resourced to deliver a great service

Provide training and support to users

Coach, manage and develop Service Desk team members

Technology wise, exposure to the following would be beneficial:

MDM - essential

Microsoft 365 - essential

Mimecast – essential

Cyber Security tools like Sophos and Qualys – essential to have experience of tools but not necessarily Qualys and Sophos

Service Now and ServiceDesk Plus - desirable

This is a role in which you will really be able to make your own; creating and implementing new processes and driving the Service Desk team forward.

The ideal candidate will be ITIL certified and have previous Service Desk management experience.

The salary on offer for this role is £65,000 plus bonus and benefits.