Service Desk Manager (ITSM)
Posted 5 days ago by Jobserve
Negotiable
Inside
Undetermined
Crewe, Cheshire
Summary: The Service Desk Manager is tasked with delivering high-quality IT support across a geographically dispersed organization, combining operational leadership with service performance reporting and KPI management. This role involves managing service desk analysts, ensuring effective incident handling, and contributing to IT service management maturity initiatives. The position requires strong leadership and communication skills, along with a focus on continuous improvement and alignment with ITIL best practices.
Key Responsibilities:
- Lead and manage Level 1 and Level 2 Service Desk analysts.
- Ensure effective handling of incidents and service requests in line with SLAs.
- Monitor workload distribution and ensure efficient ticket progression.
- Act as an escalation point for high-priority incidents during business hours.
- Maintain clear communication standards and a strong customer service culture.
- Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).
- Drive continuous improvement initiatives.
- Contribute to evaluation of modern ITSM tools (eg ServiceNow).
- Ensure Service Desk processes align with ITIL best practice.
- Conduct supplier performance review meetings.
- Support compliance with safeguarding, GDPR, and information security requirements.
- Work collaboratively with infrastructure teams and third-party suppliers to ensure seamless service delivery.
Key Skills:
- Strong team leadership skills and experience.
- Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
- Strong customer service orientation with excellent communication skills.
- Working knowledge of PowerBI, Windows 11, Office 365, Active Directory, and common desktop applications.
- Experience using IT service management tools (eg, Hornbill, ServiceNow).
- Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
- Understanding of ITIL principles and service management best practices.
Salary (Rate): £350 Daily
City: Crewe
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Service Desk Manager
1 day onsite
£350 a day Inside IR35
3-6 Months
The Service Desk Manager is responsible for ensuring the delivery of high-quality, responsive IT support to staff across a geographically dispersed organisation.The role combines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards.The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling.
Key Responsibilities
- Lead and manage Level 1 and Level 2 Service Desk analysts.
- Ensure effective handling of incidents and service requests in line with SLAs.
- Monitor workload distribution and ensure efficient ticket progression.
- Act as an escalation point for high-priority incidents during business hours.
- Maintain clear communication standards and a strong customer service culture.
- ITSM Tooling & Process Improvement
- Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).
- Drive continuous improvement initiatives.
- Contribute to evaluation of modern ITSM tools (eg ServiceNow).
- Ensure Service Desk processes align with ITIL best practice.
- Conduct supplier performance review meetings
- Support compliance with safeguarding, GDPR, and information security requirements
- Work collaboratively with infrastructure teams and third-party suppliers to ensure seamless service delivery.
Essential Skills & Experience
- Strong team leadership skills and experience
- Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
- Strong customer service orientation with excellent communication skills.
- Working knowledge of PowerBI, Windows 11, Office 365, Active Directory, and common desktop applications.
- Experience using IT service management tools (eg, Hornbill, ServiceNow).
- Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
- Understanding of ITIL principles and service management best practices.
Desirable
- ITIL certification.
- Experience with Microsoft Intune, Azure AD, and endpoint management.
- Data processing and reporting skills
- Experience supporting hybrid working environments and remote users.
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