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Service Desk Manager
Hybrid Working - Birmingham, West Midlands/Remote Working
45,000 - 50,000 Per Annum Plus Corporate Benefits
Our client, a leading business management services consultancy is currently going through an exciting Digital Transformation journey and an accomplished, Midlands based Service Desk Manager is required to join them in the new year to support their strategic project initiatives.
This person will manage the team, and will have autonomy and demonstrate this in their previous roles.
Strong people management experience is essential; and if you have experience of standing up a service desk previously this would be ideal.
Role purpose:
- Lead the global Service Desk function, ensuring the delivery of high-quality IT support services to employees worldwide.
- Manage and develop a team of Service Desk Team Leads and Service Desk Analysts to achieve operational excellence.
- Act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.
- Continuously improve processes, tools, and service levels to align with industry best practices and organizational goals.
- Foster a culture of service excellence, collaboration, and continuous learning within the team.
Key Responsibilities:
- Team Leadership and Management.
- Service Delivery and Continuous Improvement.
- Incident Management and Escalation.
- Reporting and Communication.
- Technology and Tools Management.
Experience:
- At least 5 years' experience in a similar role managing a global or regional Service Desk function.
- Strong leadership experience, including managing teams with multiple reporting lines.
- Background in IT service delivery within a medium to large enterprise environment.
Technical Expertise:
- In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.
- Familiarity with Halo ITSM, or other enterprise-grade ITSM tools.
- Understanding of IT infrastructure and technologies, including Windows, Active Directory, networking and Cloud-based solutions.
Skills and Competencies:
- Exceptional interpersonal and communication skills, able to engage effectively with stakeholders at all levels.
- Strong analytical and problem-solving skills, with a focus on root cause analysis and preventive measures.
- Ability to manage competing priorities and work effectively under pressure.
- Commitment to fostering a customer-centric culture within the Service Desk team.
Desirable:
- Experience in managing global teams and working across multiple time zones.
- Knowledge of Agile & DevOps methodologies and their application to IT operations.
- Relevant certifications, such as Microsoft, Cisco, or Cloud platforms (Azure, AWS).
If you would like to be considered and have experience in the above areas - please submit your application ASAP to Jackie Dean at Jumar for an immediate response and informal discussion.
Jumar takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
