Service Desk Manager

3 months ago


Winchester, Hampshire, United Kingdom Digital Waffle Full time
Role: Service Desk Manager
Location: Winchester
Salary: Up to 40k DOE

Digital Waffle is looking for a Service Desk Manager to join a fantastic client based in the heart of Southampton. This role is perfect for someone with a few years of management experience on a Service Desk, or who has been working on the third line with a solid understanding of processes that are looking to take the step into a management position.

Key Skills:
  • Microsoft stack (Azure, AD, Exchange etc)
  • Networking (TCP/IP, DNS, DHCP, etc.)
  • Firewall, Router and Switch Management
  • Remote Access and VPN
Key Responsibilities:
  • Foster a collaborative environment that leverages knowledge sharing and promotes individual skill development in areas like incident management, problem management, and service request fulfillment.
  • Utilize KPIs (e.g., First Call Resolution Rate, Mean Resolution Time) to set achievable goals, monitor team performance, and identify areas for improvement.
  • Oversee ticket assignment using tools like round-robin or skill-based routing, manage technician queues, and ensure adherence to service level agreements (SLAs).
  • Develop and implement efficient workflows that align with ITIL best practices, including incident escalation procedures, change management processes, and knowledge base maintenance.
  • Assist technicians in tackling complex customer issues by leveraging your own technical expertise and guiding them towards efficient troubleshooting and resolution.
  • Identify situations requiring escalation to the infrastructure team, ensuring clear communication and seamless handover through detailed ticket notes and knowledge transfer.
  • Manage the recruitment process for new Service Desk team members, ensuring a smooth onboarding experience with comprehensive training on ticketing systems (e.g., ServiceNow, Zendesk) and relevant IT support methodologies.
  • Optimise team resources through effective scheduling and workload management, ensuring smooth operations during periods of staff leave or unexpected incidents.
  • Drive continuous service improvement by analysing trends in ticket volume, resolution times, and customer satisfaction metrics, and implementing process changes accordingly.
To lead our IT support charge, you'll possess:
  • Minimum 5 years of experience in a Service Desk or related IT support role.
  • Proven leadership and team management skills with a focus on IT service delivery.
  • Strong understanding of IT service desk best practices, ITSM methodologies (e.g., ITIL v4), and incident management frameworks.
  • In-depth knowledge of ticketing systems and performance management tools.
  • Experience working in a fast-paced, customer-centric environment.
  • Excellent communication, interpersonal, and problem-solving abilities.
This role offers a competitive salary and benefits package, with the opportunity to work in a dynamic and supportive environment If it sounds like it could be the one for you then please apply now

Please note this role is not accepting applicants from outside of the UK and does not offer sponsorship.
  • Service Desk Analyst

    2 weeks ago


    Winchester, UK, Hampshire, United Kingdom Spectrum IT Recruitment Full time

    IT Service Desk AnalystWinchester (3 days from home per week)£25,000 to £32,000 with bonus + on-call allowanceIT Service Desk Analyst required to join an organisation going through a period of expansion and digital transformation. Currently hiring due to both an internal promotion and growth in their customer base, the business are looking to expand their...

  • Service Advisor

    2 weeks ago


    Winchester, Hampshire, United Kingdom TN United Kingdom Full time

    Job Description Customer Service Advisor needed in Winchester area. We are working with a Car Dealership in the Winchester area of Hampshire who are actively looking for a Customer Service Advisor to join there friendly team. Strong telephone skills needed. No Automotive experience necessary.Strong Customer Service and telephone skills background essential...


  • Winchester, Hampshire, United Kingdom South Central Ambulance Service NHS Foundation Trust Full time

    About the RoleWe are seeking a highly skilled and experienced Clinical Practitioner to join our dynamic team at South Central Ambulance Service NHS Foundation Trust. As a key member of our Clinical Support Desk, you will play a vital role in providing high-quality patient care and support to our communities.Key ResponsibilitiesProvide complex clinical...


  • Winchester, Hampshire, United Kingdom Hampshire Hospitals NHS Foundation Trust Full time

    Position Overview We are pleased to announce an opportunity for a Full-Time Therapy Services Coordinator within our organization. We seek a proactive and organized individual to take on a diverse role that encompasses a variety of responsibilities within the Therapy Services department. As part of a collaborative team, you will play a crucial role in...


  • Winchester, Hampshire, United Kingdom PA Consulting Full time

    Become a Part of Our Team at PA ConsultingAre you eager to embrace a new opportunity that allows you to significantly influence the lives of others? If this resonates with you, we have an exciting position available.PA Consulting is on the lookout for a Service Operations Manager to supervise our care technology initiatives. This role provides a blend of...


  • Winchester, Hampshire, United Kingdom Norton Park Hotel, Spa & Manor House Full time

    Deliver Exceptional Dining ExperiencesJoin Our Team of Dedicated ProfessionalsAbout the Role:We are seeking a highly motivated and experienced Food Service Manager to lead our Food & Beverage operations at Norton Park Hotel, Spa & Manor House. As a key member of our team, you will be responsible for overseeing the delivery of exceptional dining experiences...

  • HR Services Manager

    4 hours ago


    Winchester, Hampshire, United Kingdom Sparsholt Full time

    Human Resources Advisor Position at Sparsholt College GroupThis role involves providing high-quality, customer-focused HR services to staff and managers. You will work closely with managers to support them in managing their staff's performance and development. Additionally, you will be involved in various projects and initiatives as directed by the HR...


  • Winchester, Hampshire, United Kingdom PA Consulting Full time

    Become a Part of Our Team at PA ConsultingAre you ready to embrace a new opportunity that allows you to positively influence the lives of others? If so, we have an exciting position for you.PA Consulting is in search of a **Service Operations Manager** to supervise our care technology initiatives. This role provides a blend of remote and onsite work,...


  • Winchester, Hampshire, United Kingdom Colten Care Full time

    **Location:** A prestigious care organization.**Hours:** 30.5 hours per week, with early and late shifts scheduled on a rota basis, including alternate weekends (paid breaks included).**Compensation:** Starting from £12.00 to £13.50 per hour.At Colten Care, we are committed to offering all our employees a wage that exceeds the Real Living Wage....


  • Winchester, Hampshire, United Kingdom Colten Care Full time

    **Location:** St Catherines View, Winchester, Hampshire**Hours:** 30.5 hours per week, with early and late shifts scheduled between 9:00 am and 6:00 pm on a rotating basis, including alternate weekends (paid breaks included)****Compensation:** Starting from £12.00 to £13.50 per hourAt **Colten Care**, we take pride in offering our employees a wage that...

  • Reception Coordinator

    2 weeks ago


    Winchester, Hampshire, United Kingdom Colten Care Full time

    **Location:** St Catherines View, Winchester, Hampshire**Hours:** 30.5 hours per week, with early and late shifts scheduled between 9:00 am and 6:00 pm on a rota basis, including alternate weekends (paid breaks included)****Compensation:** Starting from £12.00 to £13.50 per hourAt Colten Care, we take pride in offering our employees compensation that...


  • Winchester, Hampshire, United Kingdom Creative Alliance Full time

    Embark on a rewarding journey with Creative Alliance in the realm of business administrationCreative Alliance is a prominent organization dedicated to fostering creativity and innovation. We are committed to providing exceptional services across various sectors, ensuring our clients receive top-notch solutions tailored to their needs.Our organization has a...


  • Winchester, Hampshire, United Kingdom Hampshire Hospitals NHS Foundation Trust Full time

    Job Title: Orthopaedic Service Administrative CoordinatorIf you are dedicated to enhancing patient experiences throughout their treatment journey, this position may be an excellent fit for you. As an Administrative Coordinator within the Orthopaedic Service, your responsibilities will encompass a range of administrative tasks, including office management,...


  • Winchester, Hampshire, United Kingdom Hampshire County Council Full time

    Position Overview: As a key member of the SAP team, you will engage with business stakeholders to architect and implement solutions that align with organizational needs. Your role will involve configuration tasks and the creation of technical specifications, ensuring collaboration across technical teams to deliver solutions that adhere to governance...


  • Winchester, Hampshire, United Kingdom Hampshire County Council Full time

    Position Overview: Salary Range: £46,140 - £51,445 per annum, plus Market Supplement up to £11,900 per annum Work Location: Hybrid Working Hours per week: 37 (Part-time hours will be considered) Contract Type: Permanent About the Role: As a Senior SAP Functional Consultant, you will play a crucial role in collaborating with business stakeholders to...


  • Winchester, Hampshire, United Kingdom PA Consulting Full time

    Company Overview About Us At PA Consulting, we harness the power of creativity to shape a brighter future for humanity. As we navigate the intersection of strategies, technologies, and innovations, we transform complexity into opportunity. Our diverse teams of specialists merge innovative thinking with advanced technologies to drive progress. We...


  • Winchester, Hampshire, United Kingdom Hampshire County Council Full time

    Job Overview: Salary Range: £46,140 - £51,445 per annum, plus Market Supplement up to £11,900 per annum Work Location: Hybrid Working Hours per week: 37 (Part-time hours will be considered) Contract Type: Permanent Role Summary: Are you an enthusiastic professional eager to contribute to a collaborative SAP team within a prominent Public Sector Shared...


  • Winchester, Hampshire, United Kingdom Hampshire Hospitals NHS Foundation Trust Full time

    Position: Orthopaedic Service Administrator at Hampshire Hospitals NHS Foundation TrustAre you dedicated to enhancing patient experiences throughout their healthcare journey? This role as an Orthopaedic Service Administrator may be the ideal fit for you. In this position, you will undertake a range of administrative responsibilities, including managing...


  • Winchester, Hampshire, United Kingdom Moto Full time

    Customer Service Associate - Moto Services£12.50 per hour, 37.5 hours per weekJoining Moto is straightforward; we are looking for passionate individuals to provide outstanding customer service at the UK's premier rest stop experience.No prior experience is necessary, as comprehensive training will be provided.What we provide for our Customer Service...


  • Winchester, Hampshire, United Kingdom Commonwealth of Virginia Full time

    Salary Range: $75,619.00 to Commensurate with experience Employment Type: Full Time Job Overview This role is responsible for overseeing front-line Child Protective Services personnel who deliver essential services aimed at enhancing the social, health, economic, behavioral, and emotional well-being of individuals and families supported by the Local...