Service Desk Manager

1 month ago

London, United Kingdom Fuel Recruitment Full time

Service Desk Manager - IT - Permanent - London/ Hybrid
As the Service Desk Manager, you will play a crucial role in managing our client’s service desk operations, ensuring that all IT support activities are conducted efficiently and effectively to meet the needs of their clients. You will lead a team of IT professionals, fostering a collaborative and customer-focused work environment. Your leadership will ensure that their service desk operates as a high-performing unit, delivering exceptional service levels and supporting their clients' IT infrastructures.
The responsibilities of the role involve managing a team of approximately ten located in customer premises, the client’s office, and home-based working.
Our client partner with overseas providers to compliment the Service Desk to provide a full 24/7 and global service with Analysts based in Milton Keynes, USA, and Singapore. The Service Desk Manager is also responsible for ensuring that our client’s partners are providing a service that is in line with their high standards and values.
Leadership and Management: Lead, motivate, and manage the service desk team and external consultants to achieve excellence in customer service and technical support. Develop team members through coaching, training, and performance management.
Service Management : Oversee the day-to-day operations of the service desk, ensuring timely resolution of incidents and requests in line with established ITIL frameworks. This should ensure that all tasks are conducted in a way that is compliant with their policies, procedures and in line with the high expectations of our customers.
Asset and configuration management : Ensure accurate tracking, logging to protect assets and logical components.
Continuous Service Improvement : Continuously assess and improve processes, tools, and technologies used by the service desk to increase efficiency, effectiveness, and customer satisfaction.
Problem Management: Ensure effective management of problems, including escalation and assistance of implementation of resolution.
Service Reporting : Prepare and analyse reports on service desk performance to aid in identifying trends and implementing business improvements.
Customer service management: Track the output of customer feedback and surveys into continual service improvement initiatives.
Proven experience as a Service Desk Manager or a similar leadership role within an IT or preferably an MSP environment.
Strong understanding of IT service management principles and frameworks, such as ITIL.
Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
Exceptional customer service skills, with a focus on delivering high levels of customer satisfaction.
Experience with service desk software and ITSM tools. Preferably ServiceNow Customer Service Management.
A competitive salary and benefits package.
Opportunities for professional growth and development within a dynamic and supportive environment.
Flexible working arrangements to support work-life balance.
A culture that values diversity, inclusion, and teamwork.

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