IT Service Desk Manager
3 days ago
Position - IT Service Desk Manager
Salary - £45k-55k base plus benefits
Location - Northampton (5 days per week on site / in office)
Overview
We are working with an ever expanding and growing organisation who are looking to hire an IT Service Desk Manager on a permanent basis in Northampton. The role will fit someone who has worked in fast paced environments offer an A star service to internal stakeholder and users.
Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
Oversee team performance and development.
Recruit, train, and continuously improve team capabilities.
Foster a positive, high-energy work environment.
Align service expectations with stakeholders to meet business needs.
Manage 100+ sites up and down the UK with 4000+ users.
Conduct performance reviews with IT providers.
Manage service levels and create performance reports.
Optimize third-party services.
Oversee major incidents and problem resolution.
Maintain clear communication during incidents and changes.
Provide support for incident management and escalations.
Manage IT onboarding and equipment setup for new starters.
Oversee secure removal of access and retrieval of equipment for leavers.
Streamline processes for rapid growth and efficient equipment management.
Facilitate IT integration of acquired businesses.
Deliver IT services aligned with ITIL principles.
Ensure compliance with information security standards.
Collaborate on software and infrastructure updates.
Maintain end-user equipment security standards.
Produce reports for executives and the board.
Measure customer satisfaction and identify improvements.
Build strong working relationships across the business.
Review third-party supplier performance.What We're Looking For:
Extensive experience leading a service desk in a multi-site organization, catering to a large user base.
Strong grasp of ITIL principles and project management.
Proficiency in using and reporting from helpdesk ticketing systems.
Effective in managing service levels and performance reporting.
Positive, high-energy mindset with a focus on continuous improvement.
Experience in a Microsoft 365 environment and familiarity with niche third-party applications
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