Overview
The Service Desk Manager is responsible for leading and managing the IT Service Desk team, ensuring the effective delivery of support services to end-users in line with business objectives. This role demands proficiency in incident management, customer service, and team leadership to maintain a high level of IT service support.
The ideal candidate will ensure that service requests and incidents are handled efficiently and according to service level agreements (SLAs).
Responsibilities
Team Management:
* Lead, mentor, and manage the Service Desk team, fostering a high-performance culture.
* Ensure appropriate staffing levels and resources are available to meet service demand.
* Conduct regular performance reviews, manage staff development, and implement training plans.
Service Delivery:
* Oversee the daily operations of the IT Service Desk, ensuring service requests and incidents are managed in line with agreed SLAs and KPIs.
* Monitor and report on service performance, identifying areas for improvement and implementing corrective actions.
* Ensure continuous improvement of service desk processes, tools, and procedures.
Incident & Problem Management:
* Manage and escalate incidents, ensuring timely resolution while minimising business disruption.
* Identify trends and root causes of recurring issues, facilitating long-term solutions through problem management.
* Liaise with technical teams and other stakeholders to ensure efficient problem resolution.
Customer Focus:
* Serve as the primary point of contact for escalations, ensuring a high level of customer satisfaction.
* Develop and maintain strong relationships with key stakeholders, ensuring their needs are met through effective service delivery.
* Communicate effectively with customers and senior management, providing updates on service performance and improvements.
Service Desk Tools & Systems:
* Manage the configuration and administration of the Service Desk toolset.
* Ensure accurate recording and classification of incidents and service requests within the ITSM system.
* Evaluate and implement new tools or upgrades to enhance service delivery and efficiency.
Process Improvement:
* Develop and maintain processes in line with ITIL best practices.
* Lead initiatives to optimise service desk workflows, reduce incident resolution times, and improve first contact resolution.
* Work closely with other IT teams to align support processes with overall IT service management (ITSM) strategies.
Reporting & Analytics:
* Provide regular performance and trend reports to management.
* Use data-driven insights to drive service improvement initiatives.
* Ensure the service desk meets its operational targets and continuously seeks to improve efficiency.
Qualifications
Technical Profiency:
* Experience with IT Service Management tools (e.g., ServiceNow, JIRA).
* Strong knowledge of Windows, Mac OS, and various enterprise systems.
* Familiarity with networking, hardware troubleshooting, and software support.
* Excellent leadership, coaching, and mentoring skills.
* Strong communication and interpersonal abilities, with a customer-focused approach.
* Ability to handle high-pressure situations and manage multiple priorities effectively.
Qualifications & Experience
* Bachelor’s degree in IT or a related field, or equivalent work experience.
* Strong experience in a service desk or IT support role, with at least 1-2 years in a leadership capacity.
* ITIL Foundation certification (ITIL 4 preferred).
* Proven experience managing and improving IT support services in a fast-paced environment.
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