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Service Desk Manager

2 months ago

Croydon, Greater London, United Kingdom Vertex IT Solutions Ltd Full time
Service Desk Manager

Vertex IT Solutions Ltd is seeking a highly skilled Service Desk Manager to lead our IT service delivery team. As a key member of our team, you will be responsible for ensuring the smooth operation of our service desk, providing exceptional customer service, and driving continuous improvement.

Key Responsibilities
  • Develop and implement IT service management strategies to improve service delivery and customer satisfaction
  • Manage and oversee the service desk team, providing guidance and support to ensure excellent customer service
  • Collaborate with stakeholders to identify and prioritize service improvements and implement changes
  • Monitor and analyze service desk performance metrics to inform decision-making and drive continuous improvement
  • Ensure compliance with ITIL best practices and industry standards
Requirements
  • 5+ years of experience in a service desk management role, with a proven track record of delivering excellent customer service
  • ITIL V3.0 Foundation certification and experience with IT service management tools and technologies
  • Strong leadership and team management skills, with the ability to motivate and develop a high-performing team
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders
  • Ability to analyze complex data and make informed decisions to drive business outcomes
Desirable Skills
  • Experience with service desk software and tools, such as ServiceNow or RemedyForce
  • ITIL Service Operations certification

If you are a motivated and experienced service desk professional looking for a new challenge, please apply with your CV and a cover letter outlining your experience and qualifications.