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IT Service Delivery Manager

2 months ago

Abingdon, Oxfordshire, United Kingdom Purple Placements Full time
About the Role

Purple Placements is seeking an experienced Service Desk Manager to lead our team in delivering exceptional IT service desk operations. As a key member of our organization, you will be responsible for managing the service desk team, ensuring seamless service delivery, and driving process improvements.

Key Responsibilities
  • Team Management
    • Lead and develop the service desk team, including identifying knowledge gaps and creating training plans.
    • Set objectives, conduct quarterly performance reviews, and organize the team rota.
  • Service Delivery
    • Oversee incident resolution and escalation.
    • Manage routine service requests.
    • Identify and address root causes of issues.
  • Customer Satisfaction
    • Ensure the service desk meets customer needs.
    • Communicate effectively with customers and stakeholders.
    • Gather and act on customer feedback.
  • Technology and Processes
    • Select and implement ITSM tools.
    • Continuously improve service desk processes.
    • Build and maintain a knowledge base.
Additional Responsibilities
  • Provide regular reports on service desk performance.
  • Manage the service desk budget.
  • Build relationships with key stakeholders.
Requirements
  • ITIL qualification (or awareness of ITIL processes).
  • Experience leading a Service Desk.
  • Demonstrable experience of leading teams through periods of change.
  • Self-starter with the ability to plan and prioritize work.
  • Excellent communication and problem-solving skills.
  • Adaptable and comfortable working in a fast-paced environment.