IT Service Desk Manager

4 days ago


Bristol, Bristol, United Kingdom Osborne Clarke Full time
Job Description

Osborne Clarke is seeking an experienced IT Service Desk Manager to lead the team in providing exceptional customer support and service delivery.

Key Responsibilities:

  • Lead a team of support analysts in delivering high-quality customer support services.
  • Manage service desk staff and associated service providers to ensure they are adequately trained, motivated, and equipped to handle user inquiries and technical issues effectively.
  • Develop and implement strategies to improve service delivery, including forecasting demand and analyzing metrics and trends.
  • Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
  • Drive continuous improvement initiatives within the service desk, such as implementing new tools or technologies, streamlining processes, and enhancing the overall customer experience.

Requirements:

  • Strong leadership and team management skills.
  • Excellent understanding of IT service management principles and frameworks, most notably ITIL.
  • Experience in managing service delivery in a complex and dynamic business environment.
  • Strong problem-solving and decision-making skills.
  • Excellent communication and stakeholder management skills.

Salary and Benefits:

We offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience, plus generous benefits and perks.



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