IT Service Desk Manager
Posted 3 days ago by Bench IT Limited
Negotiable
Inside
Onsite
Essex, UK
Summary: The IT Service Desk Manager is responsible for leading the IT service desk team in a professional services company with approximately 800 users. This role focuses on ensuring efficient delivery of IT support services, maintaining high customer satisfaction, and driving continuous improvement in service desk operations. The manager will oversee team performance, service delivery, and process enhancements while utilizing ITIL-based practices.
Key Responsibilities:
- Lead, mentor, and develop a team of service desk analysts and technicians.
- Conduct regular performance reviews and provide coaching and training.
- Manage staffing levels, shift patterns, and resource allocation.
- Ensure timely and effective resolution of IT incidents, service requests, and queries.
- Monitor service desk performance against SLAs and KPIs.
- Implement and maintain ITIL-based processes and procedures.
- Promote a customer-focused culture within the service desk team.
- Handle escalations and ensure high levels of user satisfaction.
- Communicate effectively with stakeholders at all levels.
- Identify opportunities to improve service desk efficiency and effectiveness.
- Lead initiatives to automate and streamline support processes.
- Maintain documentation and knowledge base articles.
- Oversee the configuration and optimization of service desk tools (eg, ticketing systems).
- Collaborate with other IT teams to ensure seamless support and service integration.
- Stay current with emerging technologies and trends in IT support.
Key Skills:
- Proven experience in IT service desk management.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- In-depth knowledge of ITIL frameworks and best practices.
- Ability to analyze performance metrics and drive improvements.
- Experience with service desk tools and ticketing systems.
- Customer-focused mindset with a commitment to service excellence.
- Technical proficiency in IT support and emerging technologies.
Salary (Rate): £450 daily
City: Essex
Country: UK
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Professional Services Company, c800 users. Onsite.
The IT Service Desk Manager is responsible for leading and managing the IT service desk team to ensure efficient and effective delivery of IT support services across the organization. This role ensures high levels of customer satisfaction, timely resolution of incidents and requests, and continuous improvement of service desk operations.
Key Responsibilities:
Team Leadership & Management
- Lead, mentor, and develop a team of service desk analysts and technicians.
- Conduct regular performance reviews and provide coaching and training.
- Manage staffing levels, shift patterns, and resource allocation.
Service Delivery
- Ensure timely and effective resolution of IT incidents, service requests, and queries.
- Monitor service desk performance against SLAs and KPIs.
- Implement and maintain ITIL-based processes and procedures.
Customer Experience
- Promote a customer-focused culture within the service desk team.
- Handle escalations and ensure high levels of user satisfaction.
- Communicate effectively with stakeholders at all levels.
Process Improvement
- Identify opportunities to improve service desk efficiency and effectiveness.
- Lead initiatives to automate and streamline support processes.
- Maintain documentation and knowledge base articles.
Technology & Tools
- Oversee the configuration and optimization of service desk tools (eg, ticketing systems).
- Collaborate with other IT teams to ensure seamless support and service integration.
- Stay current with emerging technologies and trends in IT support.