Service Desk Manager
At Careers+, we're pleased to present the opportunity for a Service Desk Manager . We're committed to connecting talented individuals with innovative companies, and we're eager to assist you in taking the next step in your career. Explore the details provided below and don't hesitate to contact us today for further information on this opportunity.
Location
Gateshead
Contract type
Permanent
Key Responsibilities
- Lead, mentor, and manage a team of service desk technicians to ensure high performance.
- Conduct regular performance evaluations and provide feedback to team members.
- Develop and implement training programs to enhance the skills and knowledge of the support team.
- Oversee the day-to-day operations of the service desk, ensuring prompt and efficient resolution of user issues.
- Monitor service desk metrics and KPIs to ensure compliance with service level agreements (SLAs).
- Implement and maintain service desk processes and procedures to ensure consistent and high-quality service.
- Ensure calls are answered within 10 seconds
- Ensure a high level of customer satisfaction by managing user expectations and providing timely updates on issue resolution.
- Address and resolve escalated user issues and complaints.
- Develop and maintain strong relationships with key stakeholders and users.
- Identify areas for improvement in service desk operations and implement changes to enhance efficiency and effectiveness.
- Develop and maintain a knowledge base of common issues and resolutions.
- Stay updated with the latest industry trends and best practices in IT support and service management.
- Manage the lifecycle of incidents and problems from initial report to resolution and closure.
- Conduct root cause analysis for recurring issues and implement long-term solutions.
- Collaborate with other IT teams and external vendors to resolve complex technical issues.
- Prepare and present regular reports on service desk performance, including metrics and trends.
- Maintain accurate records of service desk activities, including incident logs and user interactions.
- Ensure documentation is up-to-date and accessible for the support team and users.
Required Skills & Experience
- Bachelor’s degree in Information Technology, ITIL in Service Management, Computer Science, or a related field, or equivalent experience.
- Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or management role.
- Proven experience in managing a service desk or IT support team.
- Strong understanding of ITIL principles and service management best practices.
- Proficiency in using service management software (e.g., ServiceNow, Jira Service Desk, Connect Wise).
- Knowledge of IT infrastructure, including hardware, software, and network systems.
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Detail-oriented with strong problem-solving abilities.
Bonus points
- ITIL certification or equivalent.
- Experience with service desk automation and self-service technologies.
- Knowledge of cybersecurity best practices and data protection regulations.
Benefits
- Opportunities to progress and grow your career
- 23 days holiday plus bank holidays, rising to 28 days after 5 years
- Stakeholder pension scheme & death in service benefit.
- Agile Perks reward platform offering discounts and great deals
- Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
- Cycle to work scheme
- Volunteer Days
- Referral bonuses if you nominate a friend or a new customer
- Employee Assistance Programme – free advice on relationships, mental health and financial planning and more.
- Enhanced Maternity and Paternity scheme
I'm interested
Gateshead
Contract type
Permanent
Key Responsibilities
- Lead, mentor, and manage a team of service desk technicians to ensure high performance.
- Conduct regular performance evaluations and provide feedback to team members.
- Develop and implement training programs to enhance the skills and knowledge of the support team.
- Oversee the day-to-day operations of the service desk, ensuring prompt and efficient resolution of user issues.
- Monitor service desk metrics and KPIs to ensure compliance with service level agreements (SLAs).
- Implement and maintain service desk processes and procedures to ensure consistent and high-quality service.
- Ensure calls are answered within 10 seconds
- Ensure a high level of customer satisfaction by managing user expectations and providing timely updates on issue resolution.
- Address and resolve escalated user issues and complaints.
- Develop and maintain strong relationships with key stakeholders and users.
- Identify areas for improvement in service desk operations and implement changes to enhance efficiency and effectiveness.
- Develop and maintain a knowledge base of common issues and resolutions.
- Stay updated with the latest industry trends and best practices in IT support and service management.
- Manage the lifecycle of incidents and problems from initial report to resolution and closure.
- Conduct root cause analysis for recurring issues and implement long-term solutions.
- Collaborate with other IT teams and external vendors to resolve complex technical issues.
- Prepare and present regular reports on service desk performance, including metrics and trends.
- Maintain accurate records of service desk activities, including incident logs and user interactions.
- Ensure documentation is up-to-date and accessible for the support team and users.
Required Skills & Experience
- Bachelor’s degree in Information Technology, ITIL in Service Management, Computer Science, or a related field, or equivalent experience.
- Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or management role.
- Proven experience in managing a service desk or IT support team.
- Strong understanding of ITIL principles and service management best practices.
- Proficiency in using service management software (e.g., ServiceNow, Jira Service Desk, Connect Wise).
- Knowledge of IT infrastructure, including hardware, software, and network systems.
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Detail-oriented with strong problem-solving abilities.
Bonus points
- ITIL certification or equivalent.
- Experience with service desk automation and self-service technologies.
- Knowledge of cybersecurity best practices and data protection regulations.
Benefits
- Opportunities to progress and grow your career
- 23 days holiday plus bank holidays, rising to 28 days after 5 years
- Stakeholder pension scheme & death in service benefit.
- Agile Perks reward platform offering discounts and great deals
- Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
- Cycle to work scheme
- Volunteer Days
- Referral bonuses if you nominate a friend or a new customer
- Employee Assistance Programme – free advice on relationships, mental health and financial planning and more.
- Enhanced Maternity and Paternity scheme
