IT Service Desk Manager: Leading Support Excellence

7 days ago


Manchester, United Kingdom Cognizant Full time

Cognizant – A Global Leader in Infrastructure Services

Our client, a renowned leader in infrastructure services, is seeking an experienced Service Desk Shift Lead to join their team. As a key member of our global service desk, you will play a crucial role in providing 24/7/365 support to clients across various industries.

This is an exceptional opportunity for a skilled professional to take on leadership responsibilities and drive results in a fast-paced environment. If you have a passion for delivering exceptional customer experiences and are committed to excellence, we encourage you to apply.

About the Role

  • You will be responsible for monitoring service levels and dashboards to ensure timely resolution of tickets in line with SLAs.
  • You will identify trends in tickets and take swift action in accordance with policy and procedure.
  • You will understand the financial impact of team activities and monitor performance against standards and expectations.
  • You will perform regular audits in accordance with policy and procedure.

Key Qualifications and Skills

  • Good experience in a Service Desk role with leadership or supervisory responsibilities.
  • Proven ability to train, mentor, and support team members.
  • Competent in risk mitigation and issue resolution.
  • Strong knowledge of IT service management (ITSM) principles, processes, and tools.

Salary Estimate: £55,000 - £65,000 per annum, depending on experience.


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