Service Desk Manager

2 weeks ago


Cheltenham, United Kingdom Yolk Recruitment Ltd Full time

**Service Desk Manager - 6 months (extension highly likely) - up tp £450 a day inside ir35 - Gloucester area - Hybrid - Sector: National Security - DV clearance required**

Yolk Recruitment are recruiting for a service desk manager to work with one of the country's leading organisations in national security and technology innovations.

This is an exciting opportunity to take responsibility for end-to-end support of one of the most important institutions in our country's national security.

**Responsibilities**:

- Responsible for the overall performance of the service desk team. You will work closely with the service desk Lead Analyst and will report into the Support Manager.
- Also responsible for the full day-to-day management of the service desk team. You will ensure the service desk team are available and have the appropriate knowledge to support standard service requests or escalate incidents/requests that require a moretechnical resolution.
- You will work alongside the 2nd Line Lead Analyst and the Knowledge Manager on day-to-day issues.

**Core Skills / Experience**:

- Experience using service desk manager tools such as JIRA
- Maintaining knowledge in the support model.
- Onboarding new products into the support model
- Collect feedback from external users and internal customers, and to oversee and implement continuous improvement of the support model
- Maintain a risk register for the end-to-end support, and implement a mitigation plan
- SLA definition & management

**Desirable Skills**:

- Background working in a cyber security domain



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