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Service Desk Manager

2 months ago

Horwich, Bolton, United Kingdom ExamWorks UK Full time
Job Title: Service Desk Manager

We are seeking a highly skilled Service Desk Manager to join our team at ExamWorks UK. As a Service Desk Manager, you will be responsible for leading our 1st line Service Desk team, supporting over 850 users, end-user devices, and IT applications across the business.

The successful candidate will have experience in managing a 1st line IT Service Desk team, with a strong background in customer service and technical support. You will be responsible for driving the output and performance of the team, ensuring that standards and processes are followed to meet defined benchmarks.

Key Responsibilities:

  • Manage and lead a team of IT Service Desk technicians
  • Develop and implement service level agreements (SLAs) and key performance indicators (KPIs)
  • Collaborate with the Business Support Manager to ensure that service levels and customer expectations are met or exceeded
  • Drive process improvements and implement best practices in IT service management
  • Ensure compliance with ISO27001 and ITIL v3 or v4 Service Management

Requirements:

  • Experience in managing a 1st line IT Service Desk team
  • Strong knowledge of Microsoft desktop and server technologies
  • Detailed knowledge of ITIL practices (ITIL v3 or v4 Service Management)
  • Asset & configuration management
  • SLA definition and management
  • Knowledge of Incident and Problem management

What We Offer:

  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance

This role is based at Barton House, Northgate Close, Horwich, Bolton, BL6 6PQ. The working hours are Monday to Friday, 37.5 hours per week, with 1 in 5 weeks on call. Flexibility is required for this role.