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Service Desk Manager

2 months ago

Glasgow, Glasgow City, United Kingdom Nine Twenty Recruitment Full time

Our client, a leading provider of data center and cloud services, is seeking an experienced and dynamic Service Desk Manager to lead and manage the Service Desk team.

The ideal candidate will be responsible for ensuring the efficient and effective delivery of support services to clients, maintaining high levels of customer satisfaction, and driving continuous improvement within the team.

The Service Desk Manager will play a key role in maintaining our service quality standards and enhancing the overall client experience.


Key Responsibilities:

• Lead, mentor, and manage the Service Desk team, ensuring they have the skills, knowledge, and resources necessary to deliver excellent service.

• Conduct regular performance reviews, set objectives, and support the professional development of team members.
• Manage team workload, ensuring appropriate staffing levels to meet service demands.
• Monitor and manage Service Desk performance against key performance indicators (KPIs) and service level agreements (SLAs).
• Implement and maintain best practices for incident, problem, and request management in line with ITIL standards.

• Proven experience in a Service Desk Manager role, preferably within a data center, cloud services, or IT services environment.

• Strong knowledge of ITIL practices and experience implementing ITIL-based processes.
• Strong communication skills, with the ability to interact effectively with clients, team members, and senior management.
• Experience with Service Desk or ITSM tools (e.g., ServiceNow, JIRA, etc.).
• ITIL, HDI) are highly desirable.
What We Offer:

• Life Assurance (4 X final salary)
• Private health Cover (requires pension scheme membership)
• Critical Illness cover (1 x salary)
• 33 days holiday
• Pension Scheme 5% contribution payable by Employee and 5% contribution by Employer