Service Desk Operations Manager

4 days ago

Bath, Bath and North East Somerset, United Kingdom Peaple Talent Full time

Job Title: Service Desk Manager

Job Summary:

We are seeking an experienced Service Desk Manager to join our team at Peaple Talent. As a Service Desk Manager, you will be responsible for overseeing the operation of the field and desk-based Service Desk teams.

The Role:

  • Lead and manage the team to support all IT Support Service aspects, ensuring seamless delivery of services to customers.
  • Monitor the quality of Service Desk interactions to ensure effective performance management and customer satisfaction, driving continuous improvement initiatives.
  • Analyse processes, identify areas for improvement, and recommend new methods to enhance efficiency and effectiveness.

Key Responsibilities:

  • Develop and implement process improvements to enhance the overall Service Desk experience.
  • Collaborate with cross-functional teams to ensure alignment and effective communication.
  • Provide coaching and guidance to team members to enhance their skills and performance.

Requirements:

  • Significant experience managing a Global Service Desk team, with a proven track record of success.
  • Knowledge and experience of ITIL, with a strong understanding of service management principles.
  • Strong analysis and reporting skills, with the ability to interpret data and drive business decisions.

What We Offer:

  • Competitive base salary: £60,000.
  • 25 days annual leave, providing a healthy work-life balance.
  • Cycle to Work scheme and onsite parking, promoting a sustainable and convenient work environment.

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