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