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Service Desk Manager
1 month ago
Job Title: Service Desk Manager
Reports To: Head of Service Desk
Business Function: Technology
Office set up: Remote - Once a month in Nottingham
Salary: up to £55k
Role Summary:
We are seeking a dynamic and motivated Service Desk Team Manager to lead our team of L1 and L2 Analysts. In this role, you will drive high performance and quality support experiences, helping to embed new systems and processes. You will collaborate with various IT departments to enhance service delivery and continuously improve operations. This is a fast-paced and varied role requiring strong relationships within and beyond the Service Desk to ensure top-tier service and innovation.
Core Values:
- Game Changers: Brave, resilient, and innovative in accelerating digital transformation.
- In This Together: Team-oriented, supportive, and accountable.
- Find a Way: Responsible, problem-solving, and reflective.
- Build Trust: Authentic, relationship-building, and embracing diversity.
- Evolve Sustainably: Embracing change, growth-oriented, and socially responsible.
Key Responsibilities:
Management:
- Serve as an escalation point for requests and incidents.
- Oversee the daily operations of the Service Desk, managing workloads and quality against SLAs.
- Foster a culture of continuous improvement and collaboration.
- Train, coach, and mentor L1 & L2 Service Desk engineers, providing clear career development paths.
- Set and monitor individual and team goals aligned with overall strategy through regular 1:1 meetings.
- Ensure efficient lifecycle management of Incidents and Service Requests with high customer service levels.
Operations:
- Collaborate with Service Desk Managers on operational processes and service improvements.
- Promote a customer-first culture through professional incident and request handling.
- Contribute to the Major Incident process, ensuring quick escalation, accurate communication, and timely resolution.
- Manage a team handling around 10,000 Service Desk tickets monthly.
- Optimise team resources to meet KPIs and SLAs.
Experience & Qualifications:
- Previous experience in a Service Desk Team Lead or Management role.
- ITIL V4 Foundation certification.
- Strong understanding of Incident Management and Request Fulfillment Lifecycle.
- Proven track record in managing complex technologies and driving high-performing cultures.
- Experience with managing change and embedding new processes.
- Successful background in IT Support environments.
If you'd like to hear more please apply for send your CV to del@ynh.group
