IT Service Desk Manager
4 weeks ago
Join Smartdesc, a leading IT Managed Service Provider, in our mission to empower non-profit organisations to deliver their best work through enhanced technology solutions.
We are seeking a Service Desk Manager to lead and manage our client's Service Desk end-to-end, overseeing daily operations, ensuring adherence to their Service Level Agreement (SLA), and working closely with Service Delivery colleagues on continual improvements.
This role offers the opportunity to showcase your interpersonal, analytical, and service delivery skills as you help implement Continual Service Improvement plans at a large charity.
Key Responsibilities:
- Lead and manage the Service Desk team to deliver exceptional customer service and support
- Oversee daily operations, including incident and problem management, and ensure adherence to the SLA
- Work closely with Service Delivery colleagues to identify and implement improvements to the Service Desk
- Develop and maintain knowledgebase and documentation to support the Service Desk team
- Coordinate Major Incident responses and feed into Problem Management
Requirements:
- Experience as a Service Desk Manager, working within the ITIL framework
- Ability to work independently, with a high degree of autonomy
- Strong communication and interpersonal skills, with the ability to influence within a matrix structure
- Excellent customer service and customer rapport building skills
- Desire to work within the not-for-profit sector, with a passion for technology and its application in this field
- Experience working with technical and non-technical business personnel at various levels
- Strong attention to detail and ability to troubleshoot complex issues
- Ability to demonstrate tangible improvement progress, through documented reports and stakeholder management
About Smartdesc:
Smartdesc is a leading IT Managed Service Provider, specialising in the UK non-profit sector. We work with national household names, social enterprises, and public-sector bodies, providing IT services including IT strategy, cyber security, helpdesk support, project, and programme management.
We have a strong focus on personal development and a 'promote from within' culture, with structured Professional Development Plans, access to market-leading e-Learning and certifications, and paid-for certifications to support your development.
Our mission is to provide non-profits with the technology, tools, direction, and support they need to fulfil their goals. Our vision is to empower the UK's non-profit organisations to deliver their best work through enhanced technology solutions.
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