Service Desk Manager

Opus Recruitment Solutions Ltd

Posted 21 days ago, valid for 25 days

London, Greater London EC1R 0WX

£60,000 - £72,000 per annum

Full Time

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Sonic Summary

The Service Desk Manager will lead a team providing first- and second-line technical support, ensuring effective service delivery for existing and emerging IT services.
Candidates should have a minimum of 5 years of experience in service desk management and hold an ITIL certification.
The role includes daily oversight of the support team, managing incidents and service requests, and preparing monthly incident reports.
The position offers a salary of £60,000 per year along with benefits such as 25 days of leave, a learning and development budget, and hybrid working options.
The recruitment process consists of a first stage before Christmas and a second stage in the first week of January.

As the Service Desk Manager, you will lead a team responsible for delivering first- and second-line technical support. Your role includes ensuring the team supports existing and emerging IT services effectively while providing technical input to project teams. You will also drive the professional development of the support team to prepare them for current challenges and future projects, as well as monitor and manage service desk performance and Service Level Agreements (SLAs).Tech:

Azure
Office 365
ITIL certification

Service Desk Management:

Daily oversight of the Service Desk team.
Manage incidents and service requests through their full lifecycle.
Conduct first-line investigation and diagnosis for all incidents and service requests.
Ensure incidents are correctly assigned, prioritized, and the backlog is effectively managed.

Incident Management:

Optimise, automate, maintain, and report on incident management systems and processes.
Ensure clear and consistent communication, leveraging automation where possible.
Prepare a monthly incident reporting pack, including insights, data, trend analysis, and executive summaries.
Lead monthly incident management forums, retrospectives, and lessons learned sessions.

Governance and Compliance:

Maintain up-to-date documentation for the Incident Management Process and relevant policies.
Ensure all systems comply with regulatory requirements and are auditable.
Drive business awareness and accountability among service owners regarding incident responsibilities.

What’s in it for you?

25 days + Bank
L&D budget to enhance your professional and personal skills
Hybrid working
Pension
Flexi benefits – health care, perks, tech
Wellbeing benefits

Process: 1st stage to take place before Christmas!2nd stage 1st week of Jan

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