Service Desk ManagerLocation: Oldbury, BirminghamContract: 3-month contract Industry: CharityRate: £300-£350 Inside IR35 or an FTC with £50,000 annual salaryAbout the RoleWorking for a National Charity. We are seeking an experienced IT Service Desk Manager to lead and improve a struggling IT Service Desk. You will ensure service levels are met, enhance customer satisfaction, and drive continuous improvement in line with ITILv4 best practices.As a proactive leader, you will manage a team of IT Support Operatives, oversee ticket queues, and implement process efficiencies. Strong communication, problem-solving skills, and a customer-focused approach are essential.Key Responsibilities
* Oversee daily service desk operations, ensuring SLA and KPI compliance.
* Act as the primary escalation point for critical issues.
* Manage and rejuvenate the IT Service Desk team, driving performance and training.
* Conduct performance management and restructuring of Service Desk.
* Improve ticketing workflows, automation, and self-service initiatives.
* Conduct stakeholder engagement, including service reviews and vendor management.
* Support organisational change and IT service transitions.
* Monitor financial and performance metrics, using reporting tools like Power BI.
Skills & ExperienceEssential:
1. ITIL v4 & Agile Proje...