Service Desk Manager
£55,000 per year
Surrey
We're looking for a Service Desk Manager to lead and manage a global IT service desk, ensuring exceptional support for our teams around the world. In this role, you'll oversee a diverse team of analysts, drive service excellence, and implement ITIL best practices to optimize operations.
Key Responsibilities:
* Lead and mentor a global team of service desk analysts, ensuring 24x7 support across time zones.
* Implement ITIL best practices to improve service delivery and resolve issues within SLAs.
* Manage escalations, provide performance reports, and suggest process improvements.
* Oversee the Joiners, Movers, Leavers (JML) process and support capacity planning.
* Conduct performance reviews and foster team development.
Skills & Experience:
* 5+ years in a similar IT service desk or support management role.
* Strong knowledge of ITIL and ITSM tools.
* Proficiency in Microsoft 365 and Microsoft Intune.
* Experience with Windows Server and Active Directory.
* Degree-level education or equivalent.
Desirable:
* Experience with Jira Service Management and Follow the Sun support models.
* ITIL v4 Foundation certification.
Personal Attributes:
1. Excellent communication skills an...