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Service Desk Manager
2 months ago
Job Title: Service Desk Manager
Job Type: Permanent
Location: Remote (5 days onsite)
About the Role:
The Service Desk Manager will be responsible for leading a team of technical support specialists, ensuring the delivery of high-quality IT services to customers. The ideal candidate will have a strong background in ITIL framework, excellent leadership and team management skills, and a proven track record of improving service desk operations and customer satisfaction.
Key Responsibilities:
- Lead a team of technical support specialists to deliver excellent customer service and resolve IT issues efficiently.
- Develop and implement ITIL processes to improve service desk operations and customer satisfaction.
- Collaborate with stakeholders to identify and prioritize IT service improvements.
- Manage and maintain IT service desk technologies, including ITSM tools and remote support tools.
- Ensure compliance with security clearance requirements, including SC clearance and UK Developed Vetting (DV) clearance.
- Work closely with the GCS team to ensure seamless delivery of IT services.
Requirements:
- Minimum of 5 years of experience in a service desk or technical support role, with at least 2 years in a managerial capacity.
- Strong knowledge of ITIL framework and experience in implementing ITIL processes.
- Excellent leadership and team management skills.
- Proven ability to improve service desk operations and customer satisfaction.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- ITIL Certification.
- Experience in an IT Managed Service Provider environment.
- Familiarity with service desk technologies.
What We Offer:
GCS is a leading provider of IT services, and we offer a competitive salary and benefits package to the successful candidate.
