IT Service Desk Manager

19 hours ago


Winchester, Hampshire, United Kingdom Shaw Daniels Solutions Full time

About Shaw Daniels Solutions

We are a leading provider of innovative technology solutions, and we are seeking an experienced IT Service Desk Manager to join our team. As a key member of our IT department, you will be responsible for the day-to-day management of our IT Service Desk, ensuring that our customers receive exceptional service and support.

Job Summary

The successful candidate will have a strong background in IT service management, with experience in managing a team of technical support specialists. You will be responsible for providing leadership and guidance to your team, as well as developing and implementing processes and procedures to ensure efficient and effective service delivery.

Responsibilities

  • Manage the IT Service Desk, including planning, coordination, and control of all aspects of the service desk function
  • Lead and manage a team of technical support specialists, providing coaching, mentoring, and performance management
  • Develop and implement processes and procedures to improve service delivery and quality
  • Collaborate with other departments to ensure alignment and integration of IT services with business objectives
  • Ensure compliance with ITIL best practices and industry standards
  • Analyze data and metrics to identify trends and areas for improvement, and develop plans to address them

Requirements

  • 5+ years of experience in IT service management, with a focus on service desk management
  • Proven track record of improving service delivery and quality through process improvements and team leadership
  • Strong leadership and management skills, with ability to coach and mentor team members
  • Excellent communication and interpersonal skills, with ability to collaborate with cross-functional teams
  • ITIL Foundation certification (ITIL 4 preferred)
  • Ability to analyze data and metrics to drive business decisions

What We Offer

In addition to a competitive salary and benefits package, we offer a dynamic and supportive work environment, with opportunities for professional growth and development. Our team is passionate about delivering exceptional service and support to our customers, and we are looking for someone who shares this commitment.



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