Service Desk Manager

Are you ready to take the reins and lead a dynamic Service Desk team? Do you thrive in a fast-paced environment where ITIL-driven service and customer satisfaction are key? If so, this is your opportunity to make a real impact with an expanding tech provider committed to giving an excellent service AND investing in their staff's career progression.

As Service Desk Manager, you'll be at the heart of operations, reporting to the Management Team and overseeing the day-to-day management of our skilled Service Desk. This role isn't just about fixing problems; it's about driving a culture of proactive service, relationship management, and team development.

• Manage & Resolve: Oversee all service incidents, problems, and requests with a customer-first approach.
• Inspire Leadership: Mentor and develop your team to deliver against KPIs and SLAs, setting standards for a collaborative and innovative service culture.
• Customer-Centric Approach: Act as the primary escalation point, ensuring client satisfaction and proactive communication at every step.
• Continuous Improvement: Drive incident and problem management, conduct Technical Account Management calls, and prioritize service delivery in line with ITIL and company goals.
• Culture Champion: Embody our values, lead by example, and ensure that risk and audit measures are proactively managed.

• Experience running a Service Desk within the ITIL framework, with hands-on management in incident, request, and problem resolution.
• A mentor at heart, with a knack for inspiring team performance and championing career growth and skill development.
• Strong relationship management skills, prioritising client needs, and maintaining open communication channels.
• Committed to meeting SLAs, providing MI for escalations, and ensuring operational excellence in every interaction.