Service Desk Manager

2 weeks ago

Liverpool, United Kingdom Torus Group Full time

Are you experienced in leading a Service Desk/IT Delivery function for a complex organisation and seeking an exciting challenge to continually enhance service to the business?

We have an exciting opportunity for a Service Desk/Delivery Manager to join our team. We're implementing a new Service Desk structure to provide better support to the business. Our IT Service team supports over 1,800 clients and applications that serve more than 70,000 tenants.

As a Service Desk/Delivery Manager, you'll play a crucial role in improving the IT support experience for our customers. Your responsibilities include leading the service desk function to deliver top-notch support and customer satisfaction. You'll focus on creating a plan for service delivery improvements and collaborate with the IT team and business colleagues to promote automation and self-service.

We're looking for an innovative individual with experience in delivering and integrating improvements into a service desk function. You'll also be responsible for fostering a positive working environment within the Service Desk. Strong communication skills, a results-oriented mindset, adaptability, and flexibility are essential as the IT industry evolves continuously.

Ultimately, we aim to find a Service Desk/Delivery Manager who can inspire the team, cultivate a culture of continuous improvement, and ensure exceptional customer service. Experience is important, but values alignment is equally crucial. We seek confident team players who show initiative, a willingness to learn, and exceptional problem-solving skills.

If you have the skills and experience for the role, this is an exciting time to join our growing Service Desk team. We're committed to improving service delivery and implementing new processes, and your expertise will be key to this transformation. Join us and make a meaningful impact on our journey toward excellence.

This is an important role in which you will:

  • Take responsibility for overseeing service-desk operations to ensure customers and business teams receive the support they require – ensuring service requests, incidents etc are addressed within SLA and monitored accordingly.
  • Drive improvements and look to embed ITIL Best practises.
  • Provide high quality IT services in line with SLAs to all customers within a culture of openness, participation, and performance.
  • Ensuring continued development of the Service Desk function
  • Analyse and assist with training plans and areas for development.
  • Support the Service Desk Team Leader in best practice for ongoing management and support of the Service Desk Team.
  • Assist in the development of metrics, reports, and analysis to track IT KPIs\SLAs as per customer requirements.
  • Explore trends and recurring issues to find ways to look at a continual improvement to service provision working closely with the Service Desk Senior and Team Leader
  • Continually measure, monitor and work to drive down incident levels and meet or exceed agreed targets with key performance indicators.
  • Ensure compliance with I.T. Policy and procedures ensuring data protection, system security, backup procedures and disaster recovery are adhered to.
  • To assist with the delivery of projects contained within the IT Strategy and ensure successful transition to business-as-usual activities.
  • Ensure thorough documentation is maintained and available in an organised format for all procedures undertaken by the team.
  • Oversee effective management of desktop support including new starters, leavers

To be successful in this role you will:


  • Be degree level, or equivalent, educated in IT.
  • Proven experience building and developing a successful service desk function.
  • Experience of building relationships and managing key stakeholders and suppliers.
  • Have strong analytical skills, initiative, and problem-solving skills.
  • Customer focused and a strong team player who is a role model to other colleagues.
  • Proven people management skills, working within Service Levels (SLAs) and Key Performance Indicators (KPIs).
  • Experience in driving and maintaining ITIL service delivery and processes.
  • Track record of transforming processes to improve performance, based on intelligence
  • Evidence of operating collaboratively as one team to take collective responsibility for overall performance.
  • Have knowledge of IT security and auditing requirements.  Also demonstrate responsibility when dealing with confidential or sensitive data.

PLEASE NOTE:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;

  • Right to work verification
  • Qualification certificate check
  • 2x Completed references
  • OH Health Questionnaire – Fit For Work
  • Completion of all new starter documentation including signed T&C’s
  • You will work with business users based across our offices in Liverpool, St Helens, and Warrington, therefore a UK driving licence is desirable but not essential

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