Summary: The Service Desk Manager role involves leading and enhancing a struggling IT Service Desk for a National Charity. The position requires ensuring service levels are met, improving customer satisfaction, and implementing ITILv4 best practices. The manager will oversee a team, manage ticket queues, and drive continuous improvement initiatives. Strong leadership and communication skills are essential for success in this role.

Key Responsibilities:

• Oversee daily service desk operations, ensuring SLA and KPI compliance.
• Act as the primary escalation point for critical issues.
• Manage and rejuvenate the IT Service Desk team, driving performance and training.
• Conduct performance management and restructuring of Service Desk.
• Improve ticketing workflows, automation, and self-service initiatives.
• Conduct stakeholder engagement, including service reviews and vendor management.
• Support organisational change and IT service transitions.
• Monitor financial and performance metrics, using reporting tools like Power BI.

Key Skills:

• ITIL v4 & Agile Project Management qualifications.
• 3 years managing an IT Service Desk with line management experience.
• Expertise in ITSM tools (e.g., Hornbill, Halo, ServiceNow).
• Strong analytical, communication, and leadership skills.
• Experience with Power BI.
• Six Sigma Green Belt qualification (desirable).
• Experience in vendor and asset management (desirable).

Salary (Rate): 350

City: Oldbury

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Charity