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Job Title: Service Desk Manager
Location: Gateshead
Working Pattern: Monday to Friday (37.5 hours per week) - 4 days in Office
Contract Type: Permanent
Job Summary:
We are looking for a Service Desk Manager to lead our clients' support team, ensuring efficient resolution of user issues and continuous improvement of service desk processes.
Key Responsibilities:
- Lead and mentor a team of service desk technicians.
- Oversee daily operations and ensure prompt issue resolution.
- Monitor service desk metrics and maintain high service quality.
- Ensure customer satisfaction and manage escalated issues.
- Identify and implement process improvements.
- Manage incident and problem lifecycles.
- Prepare and present performance reports.
Requirements:
- Bachelor's degree in IT or related field, or equivalent experience.
- 5+ years in IT support, with 2+ years in a supervisory role.
- Strong understanding of ITIL principles and service management software.
- Excellent leadership, communication, and problem-solving skills.
- Flexibility to work overtime and travel as needed.
Preferred Qualifications:
- ITIL certification.
- Experience with service desk automation.
- Knowledge of cybersecurity best practices.
What We Offer:
- Basic: 27,000 - 30,000
- Career growth opportunities.
- 23 days holiday plus bank holidays, rising to 28 days after 5 years.
- Stakeholder pension scheme & death in service benefit.
- Discounts and deals through our reward platform.
- Healthcare cash plan.
- Cycle to work scheme.
- Volunteer Days.
- Referral bonuses.
- Employee Assistance Programme.
- Enhanced Maternity and Paternity scheme.
