Service Desk Manager

3 days ago

Leicester, United Kingdom Sytner Group Full time

Sytner Group currently have a fantastic opportunity for a Service Desk Manager to join our industry leading team to manage and lead our IT Service Desk team.

An amazing opportunity has arisen for an experienced Service Desk Manager who has a strong background in Service Desk management, process, and people to continually improve our support function.

As our Service Desk Manager, you will be responsible for the management and leadership of 15 Service Desk Analysts, supporting 9000+ colleagues across the group. You will have the ability to hit the ground running, ensuring the team have a clear vision to continuallydevelop. As the Service Desk Manager, you will also be responsible for conducting 121s, developing colleagues, and providing adhoc IT support to our colleagues across the business. You will also ensure our Service Desk is achieving our SLA's and CSI scoresat all times.

You will also work closely with our other support teams, reporting into our Head of Service, to ensure continuity between support functions, ensuring a fluid approach to support is set across all lines.

Roles and responsibilities include:

- Leading a growing and diverse Service Desk team towards proactive incident and request management.
- Ensure a strategy for Service Desk is in place to drive quicker and more efficient resolutions for Incidents and Tasks logged.
- Responsible for managing our technical Service Desk.
- Managing and achieving SLAs & KPIs set across the team to provide outstanding service across the group.
- Ensuring customer satisfaction is at the forefront of all decisions, making sure a first class service is delivered by our Service Desk at all times.
- Act as an escalation point within the team and wider department for any escalations or complaints that may arise.
- Act as a key figure in Major Incident Management, ensuring policies and procedures are followed to resolve incidents as quickly as possible.
- Ensuring individual team members have a clear direction and a plan in place to allow career development.
- Employ continuous improvement to Service Desk policies, procedures and technologies to continue to develop the Service Desk function, following directions from ITIL.
- Planning resource levels to ensure Service Desk is adequately staffed.
- Deliver presentations to the IT Director / Leadership Team on Service Desk performance.

Experience of working in an ITIL environment is essential.

**Why Sytner?**

Sytner Group are delighted to provide an industry-leading benefits package.

We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.
- Enhanced Holiday Entitlement - 33 days inc. bank holidays
- Industry-leading Maternity, Paternity and Adoption Pay
- Career Development
- Bespoke Flexible Working Solutions
- Recognition of Long Service every 5 years
- Discounted Car Schemes
- High Street Discounts
- Discounted Gym memberships
- Cycle to work scheme
- Free onsite parking
- One day a year paid voluntary / community work
- Business social events

At Sytner, our values and the way we behave are important to us. We have a working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.

We pride ourselves on ‘Developing Talent and ‘Building Careers’ and our colleagues recently scored Sytner Group an outstanding 84% on our colleague engagement survey.

We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.

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