Service Desk Operations Manager

4 weeks ago

London Area, United Kingdom Synapri Full time

We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm.


As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service engineers across two sites: Reigate and London.


This role incorporates managing daily operations of the IT service desk and implementing service management processes such as incident and problem management, service request fulfilment, KPI management as well as configuration and asset management.


Key Responsibilities:

  • Lead a team of 8 IT service engineers, encouraging an environment of growth through training and developmental opportunities.
  • Act as the primary escalation point for both the service desk and internal stakeholders.
  • Effectively manage high-priority incidents, ensuring efficient resolution and communication with all relevant parties.
  • Monitor and enhance service performance based on agreed metrics and customer feedback.
  • Ensure the continuous improvement of service delivery, focusing on efficiency and the strategic use of tools like ServiceNow.
  • Develop and maintain strong relationships with key stakeholders and manage vendor partnerships to support business objectives.


Ideal Candidate Profile:

  • Approximately 3-5 years of prior experience as a Service Desk Operations Manager, preferably within a similar-sized organisation.
  • Proven track record of maturing service desk operations and leading service transformation projects.
  • Experience in operating within an Azure environment and extensive experience with ServiceNow and ITIL Foundation v4.
  • Strong leadership and interpersonal skills, with the ability to manage diverse teams and maintain high levels of performance.
  • Excellent communication skills, capable of crafting clear and persuasive messages for a variety of audiences.
  • Must be dynamic, proactive, and highly collaborative, with the ability to adapt to change and drive continuous improvement.


This position offers the unique opportunity to play a pivotal role in enhancing the maturity of the service desk operations at a critical growth phase at this organisation. This role is ideal for a motivated leader looking to make a significant impact in a supportive and ambitious environment.

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