IT Service Desk Manager in City
4 weeks ago
IT Service Desk Manager required by our market leading, award winning, professional services organisation based in Cardiff. The successful candidate will lead and manage a team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users.
This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction, managing service delivery, and driving continuous improvement initiatives within the service desk function.
Main Responsibilities:
Management
- Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development.
- Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and resolution of IT support requests and incidents.
- Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes.
- Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely resolution of service disruptions.
- Manage service desk staffing levels, schedules, and workload allocation to ensure adequate coverage during operating hours (7am-6pm, Monday to Friday).
- Handle escalated user inquiries and complaints, resolving issues promptly and effectively to maintain positive relationships with internal users.
Hands-on/Technical
- Provide technical expertise and support to service desk engineers, assisting with troubleshooting, problem resolution, and escalation management as needed.
- Stay abreast of emerging technologies, industry trends, and best practices in IT service management to enhance service desk capabilities and effectiveness.
- Assist in the development and implementation of IT service management tools, systems, and processes to streamline operations and improve service quality.
- Collaborate with other IT teams on projects and initiatives, contributing technical expertise and insights to support successful project delivery.
Required Background:
- Degree or similar in Information Technology, Computer Science, or related field.
- Considerable experience in IT service desk management, preferably within a professional services environment.
- Proven leadership skills with experience managing and motivating teams of technical professionals.
- Strong knowledge of ITIL processes, principles, and best practices, with ITIL certification preferred.
- Excellent communication skills with the ability to interact effectively with internal users, stakeholders, and senior management.
- Solid technical background with expertise in Microsoft Windows, Active Directory, Office 365, and IT service management tools.
- Ability to work effectively under pressure, prioritize tasks, and meet tight deadlines in a fast-paced environment.
- Strong analytical and problem-solving skills with a focus on continuous improvement and customer satisfaction.
- Flexibility to provide occasional out of hours support and cover during extended business hours as needed.
This fantastic role comes with a basic annual salary of (phone number removed) p/a and is accompanied with 25 days holiday (Plus bank holidays & your birthday off), death in service equivalent to twice annual salary, pension scheme, hybrid working and professional fees paid (subject to requirement for your role) plus many more.
-
Service Desk Administrator in City
5 days ago
Cardiff, Cardiff, United Kingdom Brook Street Full timeA fabulous opportunity due to growth for a 6 month position with a view to go permanent for a leading company based very closed to Cardiff centre. The role for Service Desk Administrator is hybrid position 3 days in the office/2 home basedThis role has no evening & weekend work, 37.5 hours per week on a hybrid basis. Superb benefits of quarterly bonus,...
-
Service Desk Administrator in City
3 weeks ago
Cardiff, Cardiff, United Kingdom Brook Street Full timeA fabulous opportunity due to growth for a 6 month position with a view to go permanent for a leading company based very closed to Cardiff centre. The role for Service Desk Administrator is hybrid position 3 days in the office/2 home basedThis role has no evening & weekend work, 37.5 hours per week on a hybrid basis. Superb benefits of quarterly bonus,...
-
Senior Service Desk Analyst in City
3 weeks ago
Cardiff, Cardiff, United Kingdom Jumar Solutions Full timeSenior Service Desk Analyst On-site to begin with (Cardiff) - Then into a more Hybrid role 130 P/D Inside IR356 months, scope to extendThe role: Providing second line specialist support and technical advice to users, IT Managers and 3rd Party Suppliers Providing advice to 1st Line Service Desk Analysts, when needed, on how to progress an incident ...
-
Senior Service Desk Analyst in City
5 days ago
Cardiff, Cardiff, United Kingdom Jumar Solutions Full timeSenior Service Desk Analyst On-site to begin with (Cardiff) - Then into a more Hybrid role 130 P/D Inside IR356 months, scope to extendThe role: Providing second line specialist support and technical advice to users, IT Managers and 3rd Party Suppliers Providing advice to 1st Line Service Desk Analysts, when needed, on how to progress an incident ...
-
Senior Service Desk Analyst in City
3 weeks ago
Cardiff, Cardiff, United Kingdom Jumar Solutions Full timeSenior Service Desk Analyst On-site to begin with (Cardiff) - Then into a more Hybrid role 130 P/D Inside IR356 months, scope to extendThe role: Providing second line specialist support and technical advice to users, IT Managers and 3rd Party Suppliers Providing advice to 1st Line Service Desk Analysts, when needed, on how to progress an incident ...
-
IT Service Desk Analyst
3 weeks ago
Cardiff, Cardiff, United Kingdom Accelerated People Management Full timeIT Service Desk Analyst Manchester 25, ,000 Basic + Progression + Global role + Market Leader + Exceptional career offerings + Hybrid role Outstanding opportunity for an information technology professional to progress within a global, market leading manufacturer as an IT Service Desk Analyst. Our client is huge about the development and continuous...
-
IT Service Desk Analyst
4 weeks ago
Cardiff, Cardiff, United Kingdom Accelerated People Management Full timeIT Service Desk Analyst Manchester 25, ,000 Basic + Progression + Global role + Market Leader + Exceptional career offerings + Hybrid role Outstanding opportunity for an information technology professional to progress within a global, market leading manufacturer as an IT Service Desk Analyst. Our client is huge about the development and continuous...
-
IT Service Desk Analyst
5 days ago
Cardiff, Cardiff, United Kingdom Accelerated People Management Full timeIT Service Desk Analyst Manchester 25, ,000 Basic + Progression + Global role + Market Leader + Exceptional career offerings + Hybrid role Outstanding opportunity for an information technology professional to progress within a global, market leading manufacturer as an IT Service Desk Analyst. Our client is huge about the development and continuous...
-
Service Desk
5 days ago
Cardiff, Cardiff, United Kingdom TrakCel Full timeWe're in the cell and gene therapy space. It's the place to be – we're helping bring truly life changing products to the market. We're an international technology company providing supply chain management software solutions to companies discovering, developing and commercialising cell and gene therapies and personalised medicine. Our purpose? To enable...
-
Cardiff, Cardiff, United Kingdom Supply Desk Full timeAre You the Classroom Hero We're Seeking?Join the Supply Desk Team as a Cover Supervisor and Unleash Your Teaching SuperpowersAt Supply Desk, we're not just another education recruitment company; we're the bridge to your next thrilling teaching adventure We partner with a constellation of client schools, each one eager to welcome a superhero like you. Now,...
-
Service Desk Analyst
5 days ago
Cardiff, Cardiff, United Kingdom ALDERMORE BANK PLC Full timeFeel like being part ofThe role of Service Desk Analyst (2nd line) is really important to us. Following internal promotions we have several permanent opportunities to join our team to support and administer MotoNovo's Systems and Services through the provision of technical adviceand guidance, maintenance and problem solving within agreed SLA's.This role will...
-
Head of Service Desk
5 days ago
Cardiff, Cardiff, United Kingdom Digital Health and Care Wales Full timeDigital Health & Care Wales is looking for an experienced and professional Head of Service Desk to lead an award-winning NHS Service Desk function.The DHCW Service Desk provide end user IT support to approximately 16,500 users across 500+ locations throughout Wales. In addition to this the Service Desk provides a point of escalation for all NHS Wales Service...
-
Service Desk Analyst
5 days ago
Cardiff, Cardiff, United Kingdom identifi Global Resources Full timeService Desk Analyst Cardiff 6-month contract Inside IR35 £130 per day (paid via Umbrella) Onsite for training period, remote thereafter We're partnering with a Cardiff based NHS organization seeking to expand their current Service Desk team. Collaborating closely with the Service Desk Manager, you will be providing support to approximately 1000 internal...
-
Service Desk Analyst
5 days ago
Cardiff, Cardiff, United Kingdom identifi Global Resources Full time £35 - £130Service Desk Analyst Cardiff 6m contract Inside IR35£130 per day (paid via Umbrella) Onsite for training period, remote thereafter We're working with a Cardiff based NHS organisation who are looking to add to their existing Service Desk team. You'll work closely with the Service Desk Manager you'll provide support to around 1000 internal service users. ...
-
Senior Service Desk Analyst
5 days ago
Cardiff, Cardiff, United Kingdom Venesky-Brown Full timeJob DescriptionVenesky-Brown's client, a public sector organisation in Cardiff, is currently looking to recruit a Senior Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £131/day Inside IR35. This role will be a hybrid of working at home and in the office.Responsibilities:Work with Service Desk Manager to ensure the...
-
Service Desk Analyst
4 days ago
Cardiff, Cardiff, United Kingdom Digital Health and Care Wales Full timeService Desk AnalystSalary: Band 4 starting at £25,524Tenure: Fixed Term for up to 9 months (Until March 2025)Join our game changing, life-saving team as a Service Desk Analyst and help to make a real difference to health and care services in Wales.We are seeking passionate customer focused individuals to join our team providing technical support to service...
-
Service Desk Analyst
5 days ago
Cardiff, Cardiff, United Kingdom Venesky-Brown Recruitment Ltd Full timeVenesky-Browns Client: Service Desk Analyst Position in CardiffAre you ready to join a public sector organisation in Cardiff? They are on the lookout for a Service Desk Analyst to join their team for an initial 6-month contract, with a possibility to extend. The rate for this role is £110/day.While this role is remote, the selected candidate may need to...
-
Service Desk Administrator Hybrid Working
5 days ago
Cardiff, Cardiff, United Kingdom Brook Street Full timeAre you looking for a hybrid working customer service or administration role in Cardiff City Centre? We have a fantastic permanent opportunity with a growing & established employer for Service Desk Administrators to join their team due to growth.This role has no evening & weekend work, 37.5 hours per week between Superb benefits of quarterly bonus, hybrid...
-
Service Desk Analyst
5 days ago
Cardiff, Cardiff, United Kingdom Venesky-Brown Full timeJob DescriptionVenesky-Brown's client, a public sector organization in Cardiff, is currently seeking a skilled Service Desk Analyst for an initial 6-month contract with a possibility of extension at a rate of £110/day. The role can be done remotely, but there might be occasional onsite work required.Responsibilities: Develop and maintain customer...
-
Senior Service Desk Analyst in Cardiff
3 weeks ago
Cardiff, Cardiff, United Kingdom Venesky-Brown Recruitment Ltd Full timeVenesky-Browns client, a public sector organisation in Cardiff, is currently looking to recruit a Senior Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £131/day Inside IR35. This role will be a hybrid of working at home and in the office.Responsibilities: Work with Service Desk Manager to ensure the goals and...
