Job Summary The Service Desk Manager is responsible for overseeing daily service desk operations, ensuring prompt and efficient resolution of user issues. This role involves managing a team of IT and Telco support technicians, maintaining service levels, and continuously improving processes to enhance user satisfaction and operational efficiency. Key Responsibilities Team Management Lead, mentor, and manage a team of service desk technicians to ensure high performance. Conduct regular performance evaluations and provide constructive feedback. Develop and implement training programs to enhance team skills and knowledge. Service Desk Operations Oversee daily service desk operations, ensuring efficient issue resolution. Monitor key service desk metrics and ensure compliance with service level agreements (SLAs). Implement and maintain consistent service desk processes and procedures. Ensure calls are answered within 10 seconds. Customer Service Maintain a high level of customer satisfaction by managing user expectations and providing timely updates. Address and resolve escalated user issues and complaints effectively. Develop and maintain strong relationships with key stakeholders and users. Process Improvement Identify and implement improvements to enhance service desk efficiency and effectiveness. Maintain a knowledge base of common issues and resolutions. Stay updated with the latest industry trends and best practices in IT support and service management. Incident and Problem Management Manage the full lifecycle of incidents and problems from initial report to resolution. Conduct root cause analysis for recurring issues and implement long-term solutions. Collaborate with internal IT teams and external vendors to resolve complex technical problems. Reporting and Documentation Prepare and present regular reports on service desk performance, including key metrics and trends. Maintain accurate records of service desk activities, including incident logs and user interactions. Ensure all documentation is up to date and accessible for the support team and users. Requirements Education & Experience Bachelor’s degree in Information Technology, Computer Science, IT Service Management, or equivalent experience. Minimum of 5 years of IT support experience, with at least 2 years in a supervisory or management role. Proven experience managing a service desk or IT support team. Technical Skills Strong understanding of ITIL principles and service management best practices. Proficiency in service management tools such as ServiceNow, Jira Service Desk, or ConnectWise. Knowledge of IT infrastructure, including hardware, software, and network systems. Soft Skills Excellent leadership and team management abilities. Strong communication and interpersonal skills. Ability to work under pressure and manage multiple tasks effectively. Detail-oriented with strong problem-solving skills. Flexibility Availability for overtime when necessary due to customer requirements. Willingness to work in different departments as needed to backfill engineers or management. Travel Travel to customer sites across the UK may be required. Preferred Qualifications ITIL certification or equivalent. Experience with service desk automation and self-service technologies. Knowledge of cybersecurity best practices and data protection regulations.