Join to apply for the Service Desk Manager role at Restore Information Management
Location: Manchester- Hybrid
Salary: £36,000 - £39,000 DOE
Hours: 9am-5pm Monday-Thursday, 9am-4.30pm Friday
Contract: Permanent
We are seeking a Service Desk Manager to lead our team of first- and second-line engineers, ensuring high-quality technical support that enhances client satisfaction. You will play a crucial role in managing service performance, driving continuous improvement, and fostering a high-performing team environment. If you have strong technical expertise, leadership skills, and a customer-centric mindset, we want to hear from you!
Key Responsibilities
* Manage, mentor, and develop a team of first- and second-line service desk engineers to ensure high performance and efficiency.
* Oversee and manage the IT service request queue, continuously reviewing SLA and KPI metrics to meet business requirements.
* Provide both onsite and remote desktop support across multiple office locations.
* Ensure resource availability and effective team scheduling to maintain service levels.
* Act as the first point of escalation for service and delivery issues, ensuring prompt resolution.
* Analyse service desk performance, identify problem areas, and implement improvements to enhance overall service quality.
About You
* Proven experience as a Service Desk Manager or Help Desk Manager, managing teams across multiple sites.
* Strong technical background, including working knowledge of Active Directory and IT software.
* Excellent leadership and people management skills, with a track record of developing high-performing teams.
* Customer-service oriented with a proactive, problem-solving mindset.
* Ability to use data analytics to drive business decisions and improve service delivery.
* Effective communicator, capable of working with both technical and non-technical stakeholders.
What We Offer You:
* Life assurance scheme - x2 Basic annual salary
* Employee Assistance Programme
* Annual Leave entitlement - 20 -25 days rising a day each year completed years service
* Pension % - 5% employee and 3% employer contribution
* High street discount programme
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Information Services
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