Job Opportunity: Service Desk Manager
Hybrid - 3 days on-site, 2 days remote (after onboarding)
**About the Role:**
We are looking for an experienced **Service Desk Manager** to lead our service desk team, supporting our diverse IT systems and reporting directly to the Chief Digital and Information Officer. This hands-on role spans 1st through 3rd line support, providing both technical expertise and team management to ensure seamless IT service across the organization.
As our Service Desk Manager, you will:
- Manage and Oversee the Service Desk Team**: Ensure daily operations run smoothly, including staff scheduling, task management, and escalation point for complex issues.
- Incident and Request Management: Take ownership of service desk support calls, allocate resources, and escalate incidents as necessary to meet SLA commitments.
- Systems and Software Oversight: Oversee the administration of core systems, including our CRM, user devices, and telephony platforms; manage software updates and user provisioning.
- Root Cause Analysis & Resolution: Collaborate with teams to troubleshoot, triage, and resolve technical and functional issues efficiently.
- Compliance & Reporting: Conduct regular system access audits, ensure end-user devices meet security standards, and produce performance reports on SLAs and KPIs.
- Technical Leadership: Provide guidance, technical support, and mentorship to team members to build a high-performing service desk.
- Vendor Management: Coordinate with external vendors for system support, updates, and maintenance.
What You Bring:
- **Experience**: 5+ years in IT Helpdesk/Service Desk management.
- **Certification**: ITIL framework certified.
- **Technical Knowledge**: Strong familiarity with O365, Active Directory, Azure AD, and basic network configuration.
- **Project Management**: Experience in overseeing IT projects from inception to completion.
- **Leadership**: Proven ability to motivate, support, and lead a team effectively.
- **Customer-Focused**: Exceptional communication skills, with a strong commitment to customer service.
- **Additional**: Full UK driving license required.