Service Desk Manager | Permanent | Portsmouth | £52,000 Location: Portsmouth 5 days on-site (Mon-Fri) Salary: Up to £52,000 DOE As a Service Desk Manager with our Managed Service Provider client, you’ll be at the heart of IT operations, leading a dedicated team to provide world-class support to a large financial service customer of theirs. You’ll shape the future of the service desk, champion continuous improvement, and ensure every interaction leaves a lasting positive impact. This is your chance to make a real difference, working on-site with a collaborative and innovative team. What You’ll Do: Lead with Impact : Inspire, mentor, and manage a Service Desk team, fostering a high-performance culture that drives excellence. Deliver Exceptional Service : Oversee daily operations, ensuring incidents and service requests are resolved swiftly, meeting SLAs and exceeding customer expectations. Solve Problems Like a Pro : Tackle incidents, identify root causes, and implement long-term solutions to keep systems running smoothly. Champion Customer Success : Be the go-to escalation point, building strong relationships with stakeholders and ensuring top-tier satisfaction. Innovate and Improve : Leverage ITIL best practices and cutting-edge tools like ServiceNow to streamline processes, boost efficiency, and enhance first-contact resolution. Drive Insights : Use data-driven analytics to monitor performance, report trends, and spearhead initiatives that take our service desk to the next level. What You Bring: Leadership Flair : 1-2 years of experience leading IT support teams, with a knack for coaching and mentoring. Technical Know-How : Strong knowledge of Windows, Mac OS, enterprise systems, and ITSM tools (ServiceNow, JIRA). Familiarity with networking and hardware troubleshooting skills. Customer Focus : Outstanding communication and interpersonal skills, with a passion for delivering exceptional service. Cool Under Pressure : Ability to juggle priorities and thrive in high-stakes situations. Qualifications : Bachelor’s degree in IT (or equivalent experience), ITIL Foundation certification (ITIL 4 preferred), and proven experience in a fast-paced IT support environment. To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy