IT Service Desk Operations Manager
2 weeks ago
Exceptional Customer Service Delivery
Pure Group, a forward-thinking industry disruptor, is seeking an experienced IT Service Desk Supervisor to join its growing IT Department. As a market leader and the best-known brand in a growing sector, we pride ourselves on delivering exceptional customer service.
To succeed in this role, you will have a positive outlook, enjoy being part of a team, and possess excellent leadership skills. You will oversee daily operations, manage performance, and ensure service levels are exceeded according to the ITIL framework.
This hands-on role requires full accountability for defining, delivering, and continuously improving the service management strategy. You will drive continuous improvement across various IT practices and processes, focusing on delivering exceptional levels of customer service.
Key Responsibilities:
- Oversee daily operations of a team of service desk agents
- Manage performance of service requests and incidents
- Ensure service levels are exceeded according to the ITIL framework
- Define, deliver, and continuously improve the service management strategy
- Drive continuous improvement across various IT practices and processes
What We Offer:
- A generous 30 days holiday plus bank holidays
- Bupa Health Cash Plan and Life Assurance upon successful completion of probation
- Employee Assistance Programme, including access to a 24/7 confidential support
- Auto enrolment into Company Pension or option for SMART Pension
- Cycle to work scheme
- A very friendly working environment with free on-site parking
Salary: £40,000 - £55,000 per annum, depending on experience
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