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Service Desk Manager

2 months ago

Horwich, Bolton, United Kingdom ExamWorks UK Full time
Service Desk Manager

We are seeking a highly skilled Service Desk Manager to join our team at ExamWorks UK. As a key member of our IT department, you will be responsible for leading our 1st line Service Desk team, providing exceptional customer service to our 850 users, and ensuring the smooth operation of our IT applications and end-user devices.

Key Responsibilities:
  • Manage and develop a high-performing Service Desk team, ensuring excellent customer service and adherence to ITIL best practices.
  • Collaborate with the Head of IT Service Delivery and Business Support Manager to drive service levels and customer expectations.
  • Drive team performance, coaching, and development, ensuring standards and processes are followed to meet defined benchmarks.
  • Develop and maintain strong relationships with technical teams, ensuring seamless support and collaboration.
  • Stay up-to-date with industry trends, technologies, and best practices, applying knowledge to improve service delivery and team performance.
Requirements:
  • Proven experience in managing a 1st line IT Service Desk team, with a strong background in customer service.
  • Excellent leadership and coaching skills, with the ability to develop and motivate a team.
  • Strong knowledge of Microsoft desktop and server technologies, as well as Azure, VDI, Horizon Service Now, VM Ware, and ITIL practices.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for continuous training and development, with support from our expert team.
  • Pension scheme with flexible contributions.
  • Employee referral program, with a £500 reward for successful referrals.
  • Free parking and a relaxed working environment.
  • Employee Assistance program, providing access to legal advice, counseling, and more.
  • Discounts on retail, entertainment, eating out, and purchases.
  • Wellbeing activities covering mental, financial, and physical health, inclusivity, environmental, personal growth, fun, and recognition.
  • Reward and Recognition program, with e-vouchers linked to our values.
  • Holidays that rise with length of service.
  • Cycle to work scheme.