Service Desk Director

2 weeks ago


Dudley, Dudley, United Kingdom Digital Waffle Full time

Job Title: Service Desk Manager

Location: – Dudley

Job Type: Full-Time

Salary: £60,000

Job Overview:

We're seeking a skilled Service Desk Manager to lead our service desk team, ensuring high-quality support for internal and external customers.

This key role will oversee service desk operations, meet service levels, resolve issues efficiently, and drive process improvements. You'll manage a team of service desk analysts and technicians, providing leadership, coaching, and mentorship to enhance performance and customer satisfaction.

Key Responsibilities:

  1. Lead and manage the service desk team to provide timely and effective support for IT incidents and service requests.
  2. Align service desk processes with ITIL best practices and company standards.
  3. Monitor and report on service desk performance, including KPIs, SLAs, and customer satisfaction metrics.
  4. Develop and implement strategies for continuous improvement in service delivery.
  5. Act as an escalation point for complex issues, working closely with other IT teams to resolve critical incidents.
  6. Manage service desk staffing levels, schedules, and workloads to ensure 24/7 support coverage as required.
  7. Provide regular training and development opportunities for the service desk team.
  8. Collaborate with other departments to understand business needs and align IT support services accordingly.
  9. Maintain strong relationships with key stakeholders, ensuring a customer-focused approach.

Qualifications:

  1. Proven experience in a service desk management or IT support leadership role.
  2. Strong knowledge of IT service management frameworks, particularly ITIL.
  3. Experience with service desk tools and technologies (e.g., ServiceNow, Jira Service Desk).
  4. Excellent leadership and people management skills, with a focus on team development.
  5. Strong problem-solving skills and the ability to remain calm under pressure.
  6. Excellent communication skills, both written and verbal, with the ability to interact with stakeholders at all levels.
  7. A customer-centric mindset and a passion for delivering high-quality service.
  8. ITIL certification or equivalent (preferred).

Why Work with Us:

  1. Competitive salary and benefits package.
  2. Opportunities for professional growth and career advancement.
  3. A collaborative and innovative work environment.
  4. The chance to make a real impact in a growing company.

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