Service Desk Manager
Location: Oldbury, Birmingham
Contract: 3-month contract
Industry: Charity
Rate: 3-months contract Up to £70,000, or permanent around £50,000
Availability: Looking for someone immediately available
About the Role
Working 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 & Experience
Essential:
* ITIL v4 & Agile Project Management qualifications.
* 3+ years managing an IT Service Desk with line management experience.
* Expertise in ITSM tools (e.g., Hornbill, Halo, ServiceNow).
* Strong analytical, communication, and leadership skills.
* Experience with Power BI.
Desirable:
* Six Sigma Green Belt qualification.
* Experience in vendor and asset management.
Additional Requirements
* Willingness to travel across the UK.
* Commitment to safeguarding and diversity.
* Basic DBS check required.
This is a 3-month contract, paying either £300-350 per day Inside IR35 or an FTC with an annual salary of £50,000.
Working for a National charity, this role is 3-days per week in their office in Oldbury, Birmingham.
If you are interested, please feel free to apply.
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