Service Desk Manager

6 days ago

Leicester, Leicester, United Kingdom som3 Recruitment Full time £65,000

Job Title: Service Desk Manager

Job Summary:

We are seeking an experienced 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: Oversee team performance and development
  • Recruitment and Training: Recruit, train, and continuously improve team capabilities
  • Culture and Environment: Foster a positive, high-energy work environment
  • Stakeholder Alignment: Align service expectations with stakeholders to meet business needs
  • Incident Management: Conduct performance reviews with IT providers, manage service levels, and create performance reports
  • Process Optimization: Optimize third-party services, oversee major incidents and problem resolution, and maintain clear communication during incidents and changes
  • IT Onboarding: Manage IT onboarding and equipment setup for new starters, oversee secure removal of access and retrieval of equipment for leavers
  • Process Streamlining: Streamline processes for rapid growth and efficient equipment management
  • IT Integration: Facilitate IT integration of acquired businesses
  • IT Services: Deliver IT services aligned with ITIL principles, ensure compliance with information security standards, and collaborate on software and infrastructure updates
  • Reporting and Analysis: Produce reports for executives and the board, measure customer satisfaction, and identify improvements
  • Relationship Building: Build strong working relationships across the business and review third-party supplier performance

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
  • Helpdesk Ticketing Systems: Proficiency in using and reporting from helpdesk ticketing systems
  • Service Level Management: Effective in managing service levels and performance reporting
  • Positive Mindset: Positive, high-energy mindset with a focus on continuous improvement
  • Technical Skills: Experience in a Microsoft 365 environment and familiarity with niche third-party applications
  • Industry Background: 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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