Summary: The Service Desk Manager role involves leading and improving a struggling IT Service Desk for a National Charity. The position requires ensuring service levels are met, enhancing customer satisfaction, and driving continuous improvement in line with ITILv4 best practices. The manager will oversee a team of IT Support Operatives and implement process efficiencies. Strong communication and problem-solving skills are essential for success in this role.

Key Responsibilities:

• Lead and improve the IT Service Desk operations.
• Ensure service levels are met and enhance customer satisfaction.
• Drive continuous improvement in line with ITILv4 best practices.
• Manage a team of IT Support Operatives.
• Oversee ticket queues and implement process efficiencies.

Key Skills:

• Experience in IT Service Desk management.
• Strong communication skills.
• Problem-solving abilities.
• Customer-focused approach.
• Knowledge of ITILv4 best practices.

Salary (Rate): £350

City: Oldbury

Country: United Kingdom

Working Arrangements: Hybrid

IR35 Status: Inside IR35

Seniority Level: Mid-Level

Industry: Other