Service Desk Manager
4 days ago
A leading tech business in Kingston, Surrey is seeking an experienced Service Desk Lead to join their Infrastructure team.
This pivotal role reports to the Head of IT and involves full ownership of the Service Desk function, driving process improvement and ensuring a proactive, efficient, and mature service to the organisation.
The successful candidate will have experience of IT Service Management in a 24/7/365 environment, with a good understanding of ITIL processes, including Incident and Problem Management, Change Management, Asset Management, Configuration Management, and Continual Service Improvement.
Key responsibilities include running the front-line service desk function, managing Service Desk Plus, and championing ITIL best practice. The ideal candidate will have demonstrable leadership skills, commitment, and highly organised, with a customer-centric and empathetic approach.
The role offers hybrid working, with 2 days per week in the office and 3 days at home, and a salary of up to £52,000 plus bonus and benefits.
Key Requirements:- Experience of IT Service Management in a 24/7/365 environment
- Good understanding of ITIL processes
- Demonstrable leadership skills
- Customer-centric and empathetic approach
- Familiarity with Microsoft Office applications, mobile devices, and cloud technologies
Accreditation at ITIL Foundation level is expected as a minimum, with higher levels being a bonus.
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