Service Desk Manager (Service Desk, Management, SLAs, O365, Hands On, Stakeholder Management, KPIs, ITIL) Permanent Northampton Charles Simon Associates are looking to recruit a Service Desk Manager on a permanent basis for our prestigious client based in Northampton. This is an opportunity to work for a fast growing business who are quickly becoming leaders in their field. Some travel will be required. Location: Northampton Salary: Up to £40,000 per annum The Skills/Requirements for the Service Desk Manager are: Previous experience managing teams, ideally up to 5/6 people Setting up and enforcing fresh SLAs and KPIs within the team Providing hands on escalation support for the team if needed Experience of driving improvements within both the KPIs/SLAs and the ability of the Engineers Getting involved in delivering ITIL is highly desirable Start date is ASAP for the Service Desk Manager The Service Desk Manager will be responsible for: Reviewing the current IT Services in line with the current SLAs, in addition to creating new SLAs and KPIs moving forwards Supporting the rest of the IT business where needed in planning, designing and deploying IT systems Developing and providing metrics, reports and analysis to track KPIs\SLAs Work with the Service Desk Team Leaders to explore trends and recurring issues to find ways to look at a continual improvement to service provision. Acting as the escalation point for the Senior Analysts and Team Leaders when needed Overseeing the management of the hardware database and inventories. Developing relationships with key stakeholders to support continual improvement of service across the business. Ensuring continued development of the Service Desk Team via motivation, job satisfaction and career progression. Carrying out performance reviews and 121s for the Service Desk Team Leaders and Service Desk Seniors and assist with training plans and areas for development. Please send an up-to-date copy of your CV to be considered for the Service Desk Manager Service Desk Manager (Service Desk, Management, SLAs, O365, Hands On, Stakeholder Management, KPIs, ITIL) Permanent Northampton