Service Desk Manager

2 days ago


Croydon, Greater London, United Kingdom Vertex IT Solutions Ltd Full time
Service Desk Manager Job Description

Vertex IT Solutions Ltd is seeking a highly skilled Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for leading our service desk team and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Develop and implement ITSM strategies for 1st and 2nd Line support
  • Create service-related management information to inform business decisions
  • Overhaul and improve our service desk operations, including creating new dedicated desks and onboarding new clients
  • Improve telephony and incident SLAs to ensure timely resolution of customer issues
  • Implement and enforce standards of service delivery to ensure high-quality customer experiences
  • Drive knowledge acquisition and documentation to improve team performance
Requirements
  • 5+ years of experience in a Service Desk Manager role
  • ITIL V3.0 Foundation certification
  • Experience overseeing problem, change, and knowledge management
  • Proven experience in managing an outsourced environment for high-profile customers
  • Accredited in a management and leadership program
  • Delivered or run customer excellence schemes or programs

If you are a motivated and experienced Service Desk Manager looking for a new challenge, please apply with your CV.



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