Service Desk Manager

Our client is looking for an Experienced Service Desk Manager, the company offer competitive benefits, routes for progress and a great working environment.

Benefits:

Long-term career development in a high-growth business.

Competitive salary

Pension scheme

Life Assurance

Recruitment referral scheme

25-day holiday allowance, plus bank holidays

Paid charity day

Vodafone employee advantage scheme

Eye care vouchers

Canada Life wellbeing support benefits

Bespoke training to suit individual needs and development.

Friendly working environment with a real focus on our Environment, Social, Governance (ESG) goals.

Job Overview:

The Service Desk Manager will lead and oversee the daily operations of the service desk team, ensuring efficient and effective customer support. This role involves managing a team, collaborating with internal and external departments, and maintaining high customer satisfaction. The Manager will also develop and implement policies and procedures to improve service delivery.

Main Responsibilities:

• Lead and manage the service desk team, including hiring, training, and performance evaluations.
• Ensure timely and accurate resolution of service requests and incidents.
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with internal and external teams for seamless service delivery.
• Implement and maintain service desk tools and technologies.
• Identify areas for improvement in service desk processes.
• Provide regular performance and customer satisfaction reports.
• Manage escalations and ensure effective communication with stakeholders.
• Manage third-party suppliers and ensure performance meets client expectations.
• Participate in customer service reviews as required.
• Be part of the On-Call Team on a rota system (24/7).

Skills and Experience:

• Experience managing and leading service desk teams.
• Knowledge of IT service desk tools and best practices (ServiceNow knowledge is a plus).
• Strong interpersonal, communication, and IT skills.
• Ability to prioritize tasks and meet deadlines under pressure.
• Experience in motivating and managing teams effectively.
• ITIL certification (preferred but not essential).
• Proficient in Microsoft Excel.

Personal Attributes:

• Self-motivated with the ability to work independently.
• Strong team player.
• Experience in a similar Service Desk Manager or Customer Engagement role is a plus.

Please note:

• As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, please assume you have been unsuccessful on this occasion.
• In line with GDPR regulations, we are making you aware that to proceed with your application we will need to contact you via email, telephone and/or text message. To receive future job alerts from us, you will be required to provide consent within our marketing preference options. The link will be provided in an email to you. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview.