IT Service Desk Manager

5 days ago

Surrey, United Kingdom Gold Group Ltd Full time
IT Service Desk Manager

Gold Group Ltd is seeking an experienced IT Service Desk Manager to join our team. As a key member of our IT department, you will be responsible for leading our Service Desk team and ensuring the delivery of exceptional IT services to our clients.

Key Responsibilities:
  • Lead and manage the Service Desk team to ensure timely and effective resolution of IT incidents and requests.
  • Develop and implement ITIL-based processes and procedures to improve service delivery and customer satisfaction.
  • Collaborate with cross-functional teams to ensure seamless integration of IT services with business operations.
  • Manage and maintain IT service level agreements (SLAs) and key performance indicators (KPIs) to ensure service quality and customer satisfaction.
  • Develop and implement training programs to enhance the skills and knowledge of the Service Desk team.
  • Ensure compliance with IT security policies and procedures to protect company data and systems.
Requirements:
  • Proven experience in IT service management, with a focus on service desk operations.
  • Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
  • Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
  • Knowledge of ITIL service management frameworks and best practices.
  • Ability to analyze complex IT issues and develop effective solutions.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.

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