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Service Desk Manager

2 months ago

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

Nine Twenty Recruitment 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 our clients, maintaining high levels of customer satisfaction, and driving continuous improvement within the team.

Key Responsibilities:
  • Team Leadership & Management:
    • 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.
    • Act as the primary point of escalation for client issues, ensuring prompt and effective resolution.
  • Qualifications & Experience:
    • 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.
    • Demonstrated ability to manage and lead a team in a fast-paced, customer-focused environment.
    • Excellent problem-solving skills and the ability to handle high-pressure situations.
    • 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.).
    • Relevant certifications (e.g., ITIL, HDI) are highly desirable.
  • Benefits:
    • 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