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IT Service Desk Manager

1 month ago

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

Osborne Clarke is seeking an experienced IT Service Desk Manager to lead our Bristol office team on a fixed-term contract basis. The successful candidate will be responsible for managing service desk staff, developing skills and capabilities, and fostering a customer-first approach.

Key Responsibilities:

  • Lead and manage a team of support analysts and 3rd party resources
  • Develop and implement skills and training programs
  • Ensure service level agreements (SLAs) are met or exceeded
  • Oversee incident and request management
  • Drive continuous improvement initiatives
  • Prepare regular reports on service attainment and performance

Requirements:

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

What We Offer:

Competitive salaries and generous benefits