IT Service Desk Manager

2 weeks ago


Northampton, United Kingdom Charles Simon Associates Ltd Full time

Service Desk Manager Opportunity

Charles Simon Associates Ltd is seeking a skilled Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for leading a team of IT professionals in providing exceptional support to our clients.

Key Responsibilities:

  • Manage and lead a team of IT professionals to deliver high-quality service desk support
  • Develop and implement effective SLAs and KPIs to measure team performance
  • Provide hands-on escalation support to the team as needed
  • Collaborate with the IT team to plan, design, and deploy IT systems
  • Develop and provide metrics, reports, and analysis to track KPIs and SLAs
  • Act as the escalation point for Senior Analysts and Team Leaders
  • Oversee the management of hardware databases and inventories
  • Develop relationships with key stakeholders to support continual improvement of service across the business
  • Ensure continued development of the Service Desk Team via motivation, job satisfaction, and career progression

Requirements:

  • Previous experience managing teams, ideally up to 5/6 people
  • Experience of driving improvements within both KPIs/SLAs and the ability of the Engineers
  • Getting involved in delivering ITIL is highly desirable

About Charles Simon Associates Ltd

We are a prestigious client based in Northampton, looking for a Service Desk Manager to join our team. This is an opportunity to work for a fast-growing business who are quickly becoming leaders in their field. Some travel will be required.

Salary: Up to £40,000 per annum



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