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Service Desk Manager
3 months ago
Role: Service Desk Manager Location: Southampton
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.
Microsoft stack (Azure, AD, Exchange etc)
Networking (TCP/IP, DNS, DHCP, etc.)
Firewall, Router and Switch Management
Remote Access and VPN
Foster a collaborative environment that leverages knowledge sharing and promotes individual skill development in areas like incident management, problem management, and service request fulfillment.
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.
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.
This role offers a competitive salary and benefits package, with the opportunity to work in a dynamic and supportive environment
