Service Desk Manager

.Service Desk Manager page is loaded## Service Desk Managerlocations: Polypipe Doncaster Broomhouse Lanetime type: Full timeposted on: Posted Todaytime left to apply: End Date: January 1, 2026 (26 days left to apply)job requisition id: JR101791Closing Date for Application:Wednesday 31/12/2025At Genuit Group, we’re proud to be a leading provider of sustainable water, climate, and ventilation management solutions. We’re looking for a dynamic **Service Desk Manager** to lead our IT Service Desk team and deliver exceptional service across the business.As Service Desk Manager, you will be the driving force behind our IT operational support, service transition, and request fulfilment. You’ll lead and inspire our 1st and 2nd line teams, ensuring service excellence and continuous improvement. Acting as the ambassador for our IT service brand, you’ll champion positive customer engagement and clear communication.**Key Responsibilities*** Provide **technical leadership and line management** to the Service Desk team, fostering a culture of excellence.* Monitor and analyse service desk performance, ensuring SLA compliance for incidents, problems, and changes.* Develop and implement **policies, procedures, and best practices** aligned with ITIL standards.* Oversee **service transition processes**, ensuring smooth delivery from discovery to operational readiness.* Drive **continuous service improvement**, problem management, and customer satisfaction initiatives.* Coach and mentor team members, ensuring they are trained and equipped to deliver outstanding service.* Report on KPIs and performance metrics, identifying opportunities for improvement.* Collaborate with stakeholders to manage risk, assess impact, and maintain service quality.**Core Competencies required for the role:*** **Proven leadership experience** managing IT Service Desk teams, with strong line management and coaching skills.* Expertise in **IT Service Management (ITSM)** methodologies, frameworks, and techniques, including **ITIL, Lean, and Agile**, with a focus on incident, problem, and change management.* Ability to **analyse service delivery performance**, diagnose issues, and implement actions to maintain or improve service levels.* Strong capability to **develop and implement organisational procedures, policies, and practices** aligned with industry best practices.* Experience in **service transition management**, ensuring smooth delivery from discovery to operational readiness.* Skilled in **negotiating service level requirements** and managing disruptions or major amendments to service provision.* Knowledge of **industry standards and security frameworks**, such as **ISO27001, NIST**, and Cyber Security principles.* Excellent **stakeholder management** skills, able to influence customers, suppliers, partners, and peers.* Strong **decision-making and planning abilities**, delivering results to deadlines and budgets.* Ability to **evaluate and undertake impact analysis** on service changes, managing and assessing risk effectively.* Emotionally resilient, calm under pressure, and able to work under broad direction with minimal supervision.* Committed to **continuous personal development**, mentoring and coaching others to achieve excellence.* Exceptional **communication skills**, both formal and informal, with the ability to build effective business relationships.If you’re passionate about delivering outstanding IT services and leading high-performing teams, we’d love to hear from you. Apply today and be part of a business that values innovation, sustainability, and people.Here at the Genuit Group we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.
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