Service Desk Manager

6 days ago

Leicester, Leicester, United Kingdom Som3 Full time
About the Role

We are seeking a highly skilled and experienced IT Service Desk Manager to lead our new IT service desk in Leicester. 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
  • Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
  • Oversee team performance and development
  • Recruit, train, and continuously improve team capabilities
  • Foster a positive, high-energy work environment
  • Align service expectations with stakeholders to meet business needs
  • Conduct performance reviews with IT providers
  • Manage service levels and create performance reports
  • Optimize third-party services
  • Oversee major incidents and problem resolution
  • Maintain clear communication during incidents and changes
  • Provide support for incident management and escalations
  • Manage IT onboarding and equipment setup for new starters
  • Oversee secure removal of access and retrieval of equipment for leavers
  • Streamline processes for rapid growth and efficient equipment management
  • Facilitate IT integration of acquired businesses
  • Deliver IT services aligned with ITIL principles
  • Ensure compliance with information security standards
  • Collaborate on software and infrastructure updates
  • Maintain end-user equipment security standards
  • Produce reports for executives and the board
  • Measure customer satisfaction and identify improvements
  • Build strong working relationships across the business
  • Review third-party supplier performance
Requirements
  • Extensive experience leading a service desk in a multi-site organization, catering to a large user base
  • Strong grasp of ITIL principles and project management
  • Proficiency in using and reporting from helpdesk ticketing systems
  • Effective in managing service levels and performance reporting
  • Positive, high-energy mindset with a focus on continuous improvement
  • Experience in a Microsoft 365 environment and familiarity with niche third-party applications
  • Background in retail or service/support industries is a plus
What's Next

This is a pivotal role with the potential for career advancement, possibly evolving into a broader service delivery position. Be a part of our exciting growth journey and shape the future of our IT service desk.

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