Service Desk Manager
2 weeks ago
Job Summary:
We are seeking a highly skilled Service Desk Manager to lead our IT service desk team. As a key member of our IT department, you will be responsible for managing the day-to-day operations of our service desk, ensuring that our users receive timely and effective support.
Key Responsibilities:
- Lead a high-performing service desk team, ensuring that KPIs, SLAs, and OKRs are met.
- Oversee team performance and development, providing coaching and guidance as needed.
- Recruit, train, and continuously improve team capabilities to ensure excellent customer service.
- Foster a positive, high-energy work environment that encourages collaboration and innovation.
- Align service expectations with stakeholders to meet business needs.
- Conduct performance reviews with IT providers to ensure high-quality service delivery.
- Manage service levels and create performance reports to track progress.
- Optimize third-party services to improve efficiency and reduce costs.
- Oversee major incidents and problem resolution, ensuring minimal disruption to business operations.
- Maintain clear communication during incidents and changes, keeping stakeholders informed.
- Provide support for incident management and escalations, ensuring timely resolution.
- Manage IT onboarding and equipment setup for new starters, ensuring a smooth transition.
- Oversee secure removal of access and retrieval of equipment for leavers, maintaining data security.
- Streamline processes for rapid growth and efficient equipment management, ensuring scalability.
- Facilitate IT integration of acquired businesses, ensuring seamless integration.
- Deliver IT services aligned with ITIL principles, ensuring best practices.
- Ensure compliance with information security standards, maintaining data integrity.
- Collaborate on software and infrastructure updates, ensuring minimal disruption.
- Maintain end-user equipment security standards, ensuring data protection.
- Produce reports for executives and the board, providing insights into service performance.
- Measure customer satisfaction and identify improvements, ensuring continuous service enhancement.
- Build strong working relationships across the business, fostering collaboration.
- Review third-party supplier performance, ensuring high-quality service delivery.
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, ensuring best practices.
- Proficiency in using and reporting from helpdesk ticketing systems, ensuring efficient service delivery.
- Effective in managing service levels and performance reporting, ensuring transparency.
- Positive, high-energy mindset with a focus on continuous improvement, driving innovation.
- Experience in a Microsoft 365 environment and familiarity with niche third-party applications, ensuring adaptability.
- Background in retail or service/support industries is a plus, providing valuable insights.
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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