Service Desk Operations Manager

3 days ago


Leicester, Leicester, United Kingdom Austin Fraser Full time

As a Service Desk Operations Manager, you will play a key role in delivering exceptional support across the organisation at Austin Fraser in Leicester, UK. This permanent role offers a unique opportunity to enhance service operations, support compliance, and ensure customer satisfaction.

You will be responsible for managing incidents, problems, and requests, maintaining clear communication with stakeholders, and adhering to established processes. A strong understanding of enterprise IT systems, ITIL or similar ITSM frameworks, and excellent verbal and written communication skills are essential for this role.

We offer a competitive salary of £27,000 base, plus excellent benefits, including comprehensive healthcare packages and additional employee benefits. You will have access to ongoing training and career growth opportunities, and contribute to improving service desk operations and enhancing service quality.

Key Responsibilities:

  • Manage incidents, problems, and requests in line with service level expectations, ensuring timely resolution and prioritisation.
  • Maintain clear communication with stakeholders regarding service performance and any issue escalations.
  • Follow established processes to ensure service quality and user satisfaction.
  • Assist in user onboarding and provide guidance to promote self-service and reduce recurring issues.
  • Contribute to improving service desk operations and enhancing service quality.


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