Service Desk Manager
3 weeks ago
Who We Are:
Bell Integration has been in the business of helping companies establish, maintain and grow their IT services since 1996. Our team of hardworking professionals deliver Bell Integration’s multiple services all over the world, and they do it with unmatched efficiency and enthusiasm.
We continue to grow and have over 950 permanent staff employed at our offices in London, Portsmouth, US, India, Middle East and Slovakia and within many of our customers’ sites. Our heritage is in helping businesses to operate their critical technology in a more cost-effective manner, while improving effectiveness in areas such as customer engagement and operational responsiveness.
The Team:
The Service Desk Manager is responsible for leading and managing the IT Service Desk team, ensuring the effective delivery of support services to end-users in line with business objectives. Operating at SFIA Level 4, this role demands proficiency in incident management, customer service, and team leadership to maintain a high level of IT service support. The ideal candidate will ensure that service requests and incidents are handled efficiently and according to service level agreements (SLAs).
The Role:
Team Management:
- Lead, mentor, and manage the Service Desk team, fostering a high-performance culture.
Service Delivery:
- Oversee the daily operations of the IT Service Desk, ensuring service requests and incidents are managed in line with agreed SLAs and KPIs.
Incident & Problem Management:
- Manage and escalate incidents, ensuring timely resolution while minimising business disruption.
Customer Focus:
- Serve as the primary point of contact for escalations, ensuring a high level of customer satisfaction.
Service Desk Tools & Systems:
- Manage the configuration and administration of the Service Desk toolset.
Process Improvement:
- Develop and maintain processes in line with ITIL best practices.
Reporting & Analytics:
- Provide regular performance and trend reports to management.
Qualifications & Experience
- Bachelor’s degree in IT or a related field, or equivalent work experience.
- Minimum 3-5 years of experience in a service desk or IT support role, with at least 1-2 years in a leadership capacity.
- ITIL Foundation certification (ITIL 4 preferred).
- Proven experience managing and improving IT support services in a fast-paced environment.
What we care about:
At Bell, we believe that we are stronger together, and promote an open, collaborative culture where everyone is encouraged to be involved in the shaping of our business.
We value diversity
We seek to employ a workforce representative of the markets that we serve and work hard to ensure that all of our staff have the opportunity to thrive within a friendly and inclusive environment.
Why join Bell:
- We prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
- Competitive Salary
- Flexible remote working
- A generous company pension
- 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
- Healthcare and dental insurance
- Life assurance
- Cycle to work scheme
- A diverse and inclusive work culture
- Modern vibrant workplaces
- Exclusive discounts with major retailers, discount gym memberships and access to our wellness centre
Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.
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