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Job Opportunity: Service Desk Manager
Hybrid - 3 days on-site, 2 days remote (after onboarding)
About the Role:
We are looking for an experienced Service Desk Manager to lead our service desk team, supporting our diverse IT systems and reporting directly to the Chief Digital and Information Officer. This hands-on role spans 1st through 3rd line support, providing both technical expertise and team management to ensure seamless IT service across the organization.
As our Service Desk Manager, you will:
- Manage and Oversee the Service Desk Team: Ensure daily operations run smoothly, including staff scheduling, task management, and escalation point for complex issues.
- Incident and Request Management: Take ownership of service desk support calls, allocate resources, and escalate incidents as necessary to meet SLA commitments.
- Systems and Software Oversight: Oversee the administration of core systems, including our CRM, user devices, and telephony platforms; manage software updates and user provisioning.
- Root Cause Analysis & Resolution: Collaborate with teams to troubleshoot, triage, and resolve technical and functional issues efficiently.
- Compliance & Reporting: Conduct regular system access audits, ensure end-user devices meet security standards, and produce performance reports on SLAs and KPIs.
- Technical Leadership: Provide guidance, technical support, and mentorship to team members to build a high-performing service desk.
- Vendor Management: Coordinate with external vendors for system support, updates, and maintenance.
What You Bring:
- Experience: 5+ years in IT Helpdesk/Service Desk management.
- Certification: ITIL framework certified.
- Technical Knowledge: Strong familiarity with O365, Active Directory, Azure AD, and basic network configuration.
- Project Management: Experience in overseeing IT projects from inception to completion.
- Leadership: Proven ability to motivate, support, and lead a team effectively.
- Customer-Focused: Exceptional communication skills, with a strong commitment to customer service.
- Additional: Full UK driving license required.
