IT Service Desk Manager

4 weeks ago


Glasgow, United Kingdom Birchwell Associates Full time

Birchwell Associates is excited to partner with a prominent organization in their search for an experienced IT Service Desk Manager to join their dynamic Technology Team at their Head Office in Glasgow.

As the Service Desk Lead, you will play a critical role as the face of the Technology Team, managing the initial point of contact for all technical incidents and service requests across the business. You will lead the team in delivering a professional, courteous, and efficient service to minimize disruption to business processes and ensure client satisfaction.

Key Responsibilities:
  • Serve as the first point of contact for technical incidents and requests, ensuring swift resolution or escalation as needed.
  • Lead the Service Desk team, fostering a high-performance, customer-focused culture.
  • Utilize and demonstrate expertise in Microsoft environments, including Active Directory, Azure AD, and Intune Device Management.
  • Manage and maintain IT systems aligned with ITIL best practices.
  • Collaborate with the wider Technology Team to implement process improvements and resolve recurring issues.
  • Communicate effectively with stakeholders across all levels of the organization.
  • Contribute to IT projects, ensuring timely delivery and alignment with business objectives.


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