IT Service Desk Manager

4 weeks ago

Reading, United Kingdom Porsche Cars GB Ltd Full time
About Us

We are Porsche. We are home to what is, in the extraordinary scale of the automotive world, a small family of passionate enthusiasts - established in 1948 and run in Stuttgart to this day by the same family that bears the company name.

In the UK, we are trusted to represent and care for some of the most exciting, fastest, most advanced and beautiful cars ever created. We work with incredible and often inspiring customers who rightly expect our performance and ambition to match that of our cars.

Being relatively small means we are agile - an environment in which creativity thrives. It also means every one of us makes a difference. When it comes to creating our cars, we sweat the small stuff and we truly care about every part of our business - whether on the road, competing on the track or in styling and dynamics. We are aiming to establish the benchmark in an industry in which the bar is set very high. With the above in mind we're recruiting for a IT Service Desk Manager to join our team.

Job Purpose

The Service Desk Manager is responsible for leading the IT service desk team (4 reports) to deliver high-quality technical support and ensure seamless end-user experiences. This role involves managing day-to-day operations, implementing best practices, and fostering an environment of continuous improvement.

Core Specific Responsibilities

Team Leadership:

  • Lead, mentor, and develop a team of 4 x IT service desk professionals.
  • Conduct regular performance reviews and provide ongoing training and development opportunities.

Service Management:

  • Oversee the daily operations of the IT service desk, ensuring timely and effective resolution of incidents and service requests.
  • Implement and maintain IT service management (ITSM) processes, adhering to industry best practices and standards.
  • Maintain both user facing and internal IT knowledge base articles.

Customer Support:

  • Serve as the primary point of contact, ensuring excellent service delivery and user satisfaction.
  • Handle escalations and provide guidance for complex technical problems.

Performance Monitoring:

  • Track and analyse service desk performance metrics and KPIs to identify areas for improvement.
  • Generate regular reports on service desk activities, showcasing trends and performance against SLAs.
  • Present Service Review meetings to IT management and respective supported business areas.

Collaboration:

  • Collaborate with other IT teams and departments to ensure alignment on technology initiatives and support strategies.
  • Work closely with vendors and service providers to manage and resolve hardware and software issues.

Continuous Improvement:

  • Develop and implement strategies for improving the efficiency and effectiveness of the service desk.
  • Stay current with emerging technologies and industry trends to keep the service desk up to date with best practices.

Requirements

Skills/Qualifications Required (ideally)
  • Bachelor's degree in IT, Computer Science, or a related field.
  • Proven experience in IT service desk management or step up from team leader or supervisor role.
  • Strong leadership, communication, and interpersonal skills.
  • Proficiency in ITSM tools and frameworks (e.g., ITIL).
  • Ability to manage multiple priorities and work under pressure.
  • Excellent problem-solving and decision-making skills.
  • Experience with Atlassian (Jira, Confluence and Insight).

Benefits

We are looking for the very best and brightest to join our family of proud, passionate enthusiasts at Porsche Cars GB for what promises to be an incredible journey as we respect our history and embrace our future.

In return you will receive a highly competitive salary, annual bonus scheme, access to a VW Loan Car, private medical insurance, 27 days holiday per years and other attractive benefits. If you can demonstrate the skills and experience, we are looking for, are looking for a challenging and rewarding career with a premium brand, and would love to join our team then please apply at the link below, attaching a copy of your CV and detailing your current remuneration package.

Due to the high volume of applications we generate for our vacancies, we are regrettably not able to send a personalised reply to every applicant.

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