Service Desk Manager
3 weeks ago
Job Title: Service Desk Manager
Location: Leicester
Salary Range: up to £65k plus benefits (depending on experience)
Your Schedule:
This role is primarily on-site, requiring a presence 5 days a week. Flexibility in start and end times is available as needed, aligning closely with our operational hours from 8:00 am to 6:00 pm, Monday to Friday.
*NO SPONSORSHIP IS PROVIDED*
SOM3 are working exclusively with a fast-growing automotive industry company seeking to build out an IT hub in the Leicester area. First point of call is to acquire a Service Desk Manager with a growth mindset, positive attitude and high energy who can lead a team.
As the IT Service Desk Manager, you will pioneer the creation and management of our new IT service desk. This is a rare greenfield opportunity where you'll select the best people and tools, and implement efficient processes to set the foundation for a high-performing IT service desk. You'll drive a culture of excellence, support, and innovation, ensuring our technology function aligns with and propels our business objectives.
What You’ll Do:
- Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
- Oversee team performance and development.
- Recruit, train, and continuously improve team capabilities.
- Foster a positive, high-energy work environment.
- Align service expectations with stakeholders to meet business needs.
- Conduct performance reviews with IT providers.
- Manage service levels and create performance reports.
- Optimize third-party services.
- Oversee major incidents and problem resolution.
- Maintain clear communication during incidents and changes.
- Provide support for incident management and escalations.
- Manage IT onboarding and equipment setup for new starters.
- Oversee secure removal of access and retrieval of equipment for leavers.
- Streamline processes for rapid growth and efficient equipment management.
- Facilitate IT integration of acquired businesses.
- Deliver IT services aligned with ITIL principles.
- Ensure compliance with information security standards.
- Collaborate on software and infrastructure updates.
- Maintain end-user equipment security standards.
- Produce reports for executives and the board.
- Measure customer satisfaction and identify improvements.
- Build strong working relationships across the business.
- Review third-party supplier performance.
What We’re Looking For:
- Extensive experience leading a service desk in a multi-site organization, catering to a large user base.
- Strong grasp of ITIL principles and project management.
- Proficiency in using and reporting from helpdesk ticketing systems.
- Effective in managing service levels and performance reporting.
- Positive, high-energy mindset with a focus on continuous improvement.
- Experience in a Microsoft 365 environment and familiarity with niche third-party applications.
- Background in retail or service/support industries is a plus.
What’s Next:
This is a pivotal role with the potential for career advancement, possibly evolving into a broader service delivery position. Be a part of our exciting growth journey and shape the future of our IT service desk.
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