Service Desk Manager
Hybrid working
Salary dependent on experience
We currently have an opportunity for an experienced Service Desk Manager who is keen to progress their career with successful, ambitious and growth orientated Managed Security and Services Provider.
Successful candidates will have the “Outsource DNA” a friendly, professional, and dynamic approach with customers and staff.
Job Summary: We are seeking a highly motivated and experienced Service Desk Manager to lead our IT service desk team. The ideal candidate will have a strong background in IT service management, excellent leadership & people skills, and a passion for delivering outstanding customer service. As the Service Desk Manager, you will be responsible for overseeing daily operations of the service desk, the staff and ensuring the highest level of service and support to our internal and external customers.
Key Responsibilities:
Team Leadership and Management
- Lead, mentor, and manage a team of Engineers, ensuring they have the resources, training, and support necessary to perform their roles effectively.
- Conduct regular performance reviews, provide feedback, and develop growth plans for team members.
- Foster a collaborative and positive work environment that encourages team members to achieve their full potential.
Service Desk Operations
- Oversee the daily operations of the service desk, including incident management, request fulfilment, and problem resolution.
- Ensure all service desk processes and procedures are followed and continuously improved to enhance service quality and efficiency.
- Manage and prioritize service requests and incidents to meet service level agreements (SLAs) and ensure timely resolution.
- Monitor and analyse service desk performance metrics, generating reports and identifying areas for improvement.
Customer Service and Communication
- Serve as the primary point of contact for escalated issues, ensuring they are resolved promptly and effectively.
- Maintain strong relationships with internal departments and external vendors to ensure seamless IT service delivery.
- Communicate effectively with stakeholders at all levels, providing updates on service desk performance, key issues, and initiatives.
Process Improvement and Strategy
- Develop and implement strategies to improve service desk processes, tools, and technologies.
- Stay up to date with industry trends and best practices, integrating them into the service desk operations.
- Collaborate with other IT teams to support broader IT initiatives and projects.
Miscellaneous:
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- Perform other related duties as assigned by the Team Leader or other senior staff.
Education and Experience:
- 5+ years of experience in IT service desk or support roles, with at least 2 years in a leadership or management position.
- ITIL certification is highly desirable.
Skills and competencies:
- Strong leadership and team management skills, with the ability to motivate and develop staff.
- Excellent problem-solving and decision-making abilities.
- Exceptional customer service skills, with a focus on delivering a positive user experience.
- Strong understanding of ITIL processes and best practices.
- Ability to work under pressure and manage multiple priorities.
Additional Requirements
- Strong communication skills, both written and verbal.
- Ability to adapt to a fast-paced and dynamic work environment.
- Flexibility to work outside of normal business hours when necessary.
Company Benefits
You will receive a wide range of company benefits including:
- Work/life balance
- Family friendly environment
- Hybrid working model
- Day off for your birthday
- Team Building
- Learning and development opportunities
- Regular social events
- Private Medical cover through Vitality
- Health Care Cash plan through Westfield
- Life insurance cover
- 31 days holiday with extra days for long service
Please note: All applicants must possess the legal right to work in the UK & a basic Access NI check will be completed upon successful appointment.
Outsource Group is an Equal Opportunities Employer.
Apply today by uploading your CV below.