Service Desk Manager
Posted 3 days ago by Talent
£350 Per day
Inside
Hybrid
South West, England, United Kingdom
Summary: The Service Desk Manager role is a 6-month contract within the public sector, requiring a proactive leader to manage the IT Service Desk team. The position emphasizes high-quality IT support, continuous improvement, and exceptional customer service aligned with ITIL best practices. The successful candidate will be responsible for incident management, process implementation, and performance monitoring. Security clearance eligibility is a must for this role.
Key Responsibilities:
- Lead and manage the Service Desk team, ensuring efficient and effective handling of incidents, service requests, and escalations.
- Implement and maintain ITIL-aligned processes to improve service delivery and operational performance.
- Monitor SLAs, KPIs, and customer satisfaction metrics, driving improvements where necessary.
- Act as the primary escalation point for service desk issues and coordinate with other IT teams for resolution.
- Maintain knowledge base documentation and promote a culture of self-service and knowledge sharing.
- Collaborate with other IT and business stakeholders to understand needs, align services, and deliver value.
- Conduct regular reporting on service desk performance and improvement initiatives to senior management.
Key Skills:
- Proven experience in a Service Desk or IT Support leadership role.
- Strong knowledge of ITIL frameworks.
- Excellent communication, interpersonal, and customer service skills.
- Experience with ITSM tools.
- A proactive and hands-on leadership style, with the ability to motivate and mentor a team.
- Strong analytical and problem-solving abilities.
- MUST be eligible for UK Security Clearances.
Salary (Rate): £350 daily
City: South West
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
6 month contract within the public sector
Hybrid working – South West based
£350 per day
Inside IR35
Requirement to go through Security Clearance
Service Desk Manager
Our public sector client is seeking an experienced and proactive Service Desk Manager to lead the IT Service Desk team. The successful candidate will be responsible for ensuring high-quality IT support across the business, driving continuous improvement, and delivering exceptional customer service in line with ITIL best practices.
Key Responsibilities
- Lead and manage the Service Desk team, ensuring efficient and effective handling of incidents, service requests, and escalations.
- Implement and maintain ITIL-aligned processes to improve service delivery and operational performance.
- Monitor SLAs, KPIs, and customer satisfaction metrics, driving improvements where necessary.
- Act as the primary escalation point for service desk issues and coordinate with other IT teams for resolution.
- Maintain knowledge base documentation and promote a culture of self-service and knowledge sharing.
- Collaborate with other IT and business stakeholders to understand needs, align services, and deliver value.
- Conduct regular reporting on service desk performance and improvement initiatives to senior management.
Skills & Experience
- Proven experience in a Service Desk or IT Support leadership role.
- Strong knowledge of ITIL frameworks
- Excellent communication, interpersonal, and customer service skills.
- Experience with ITSM tools
- A proactive and hands-on leadership style, with the ability to motivate and mentor a team.
- Strong analytical and problem-solving abilities.
- ** MUST be eligible for UK Security Clearances **
Next Steps
If you are interested in finding out more about this opportunity, please apply with your up to date CV and I will endeavour to get back to you.