Job Title: Service Desk Manager / Helpdesk Manager / ServiceDesk Manager (SDM)
Salary: £35-45k+
Location: Berkshire (on site)
We are looking for a strong Service Desk Manager (SDM) to work for an exciting client in Berkshire. The Service Desk Manager will be working on site.
Responsibilities:
1. Working directly for the Service Director to maintain and monitor project schedules.
2. Day-to-day management of the service desk, including a team of Service Desk and Desktop Support Analysts, ensuring appropriate business support coverage with staff shift rotations.
3. Provide 1st and 2nd line incident and request fulfillment, working closely with IT support technicians in other teams.
4. Participate as a Major Incident Manager (MIM) for P1/P2 incidents.
5. Track ticket trends in the ITSM toolset, identifying areas for improvement and implementing improvement actions.
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