Service Desk Director

2 days ago


Winchester, Hampshire, United Kingdom Shaw Daniels Solutions Full time
Job Title: Service Desk Director

Shaw Daniels Solutions is seeking an experienced Service Desk Director to lead our IT Service Desk team. As a key member of our IT department, you will play a critical role in ensuring that our customers receive exceptional service and support.

About the Company:

Shaw Daniels Solutions is a leading provider of IT solutions, dedicated to delivering exceptional service and support to our customers.

About the Role:

  • Lead the IT Service Desk team, providing strategic direction and guidance to ensure high-quality customer service delivery.
  • Develop and implement processes to improve efficiency, productivity, and customer satisfaction.
  • Analyse data to identify trends and areas for improvement, and implement changes as necessary.
  • Collaborate with the Head of IT Operations to align the Service Desk strategy with business objectives.

Responsibilities:

  • Day-to-day management of the IT Service Desk, including managing new and existing tickets.
  • Take ownership and act as initial contact point for escalations, updating IT Management and agreeing next actions if required.
  • Ensure that support services are consistently meeting the needs of the business.
  • Complete Service reviews for both the IT Management Team and Business Operational Management teams on Incidents/ Service Requests/ Problems and trends.

Key Skills and Qualifications:

  • Minimum 5 years' experience in IT Service Desk management, with a strong track record of delivering excellent customer service.
  • Excellent communication and leadership skills, with the ability to motivate and inspire a team.
  • Strong analytical skills, with the ability to collect, interpret, and utilise data for informed decision-making.
  • ITIL Foundation Certification (ITIL 4 preferred).

Estimated Salary: £70,000 - £90,000 per annum, depending on experience.



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