Service Desk Manager

7 days ago

Leicester, Leicester, United Kingdom som3 Recruitment Full time
About the Role

We are seeking a highly skilled and experienced IT Service Desk Manager to lead the creation and management of our new IT service desk. As a key member of our team, you will be responsible for building and leading a high-performing support team, ensuring KPIs, SLAs, and OKRs are met.

Key Responsibilities
  • Team Leadership: Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
  • Team Performance and Development: Oversee team performance and development, recruit, train, and continuously improve team capabilities
  • Service Desk Management: Foster a positive, high-energy work environment, align service expectations with stakeholders to meet business needs
  • Incident Management: Conduct performance reviews with IT providers, manage service levels, create performance reports, and optimize third-party services
  • Process Improvement: Streamline processes for rapid growth and efficient equipment management, facilitate IT integration of acquired businesses
  • Compliance and Security: Ensure compliance with information security standards, maintain end-user equipment security standards, and produce reports for executives and the board
  • Customer Satisfaction: Measure customer satisfaction and identify improvements, build strong working relationships across the business
Requirements
  • Leadership Experience: Extensive experience leading a service desk in a multi-site organization, catering to a large user base
  • ITIL and Project Management: Strong grasp of ITIL principles and project management
  • Technical Skills: Proficiency in using and reporting from helpdesk ticketing systems, effective in managing service levels and performance reporting
  • Industry Experience: Background in retail or service/support industries is a plus
About Us

Som3 Recruitment is a leading recruitment agency specializing in IT and technology placements. We are working exclusively with a fast-growing automotive industry company seeking to build out an IT hub in the Leicester area.

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