Our client is a renowned and well-regarded quality house builder, operating nationally and we are working with the Group to secure a Service Desk Manager. Working into the Group IT Director, this role will have 6 Direct reports and work closely with the Head of Infrastructure and Business Systems Manager to lead the Service Desk team, ensuring end users receive timely and effective support Key Responsibilities:
• Oversee Service Desk operations and staff management.
• Monitor, track, and analyse trends in support requests, generating statistical performance reports.
• Prioritise incoming support requests and assign them to appropriate team members.
• Ensure incidents are resolved in line with SLAs and keep stakeholders informed. • Identify areas for service improvement and implement solutions.
• Develop and maintain Service Desk policies, procedures, and internal documentation.
• Communicate with stakeholders to understand their needs and drive change initiatives.
• Train, coach, and mentor Service Desk staff, fostering a culture of continuous learning.
• Implement ITIL-based service management processes.
• Proven experience managing an IT Service Desk.
• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Knowledge of ITIL service management practices.
• Experience with incident, problem, and change management processes.
• A proactive approach to service improvement and stakeholder engagement.
• Provide 3rd Line Support and escalate issues as necessary.
• Manage the Change Advisory Board (CAB) process.
• Participate in weekend on-call support when required.
• Ensure adherence to company policies and data protection responsibilities.
Please get in touch for more details and a confidential chat with George