Service Desk Manager vacancy in Stoke on Trent (251DM)
The Role
Our client, an IT services provider working within Defence and Government, is looking for a highly capable Service Desk Manager. The Service Desk Manager will play a crucial role in reorganising and enhancing our service desk operations. This position requires a balance of technical expertise, leadership skills, and a strong customer service mindset. The ideal candidate will have a proven track record of transforming service desk operations, implementing best practices, and driving customer satisfaction.
Note: Candidates require a minimum of SC with candidates being eligible for DV.
Role Responsibilities
1. Lead and manage the service desk team to ensure efficient and effective resolution of customer issues.
2. Foster a culture of accountability and continuous improvement.
3. Analyse current service desk processes and implement necessary changes to enhance efficiency and compliance.
4. Establish and enforce best practices in line with ITIL standards.
5. Implement metrics and KPI’s to monitor service desk performance and customer feedback.
6. Oversee the management of incident and request tickets in line with agreed processes, working closely with the Service Support team to support all customers.
Education and Experience Requirements
As the Service Desk Manager you will have:
1. Minimum of 5 years of experience in a service desk or technical support role, with at least 2 years in a managerial capacity.
2. Strong knowledge of ITIL framework and experience in implementing ITIL processes.
3. Excellent leadership and team management skills.
4. Proven ability to improve service desk operations and customer satisfaction.
5. Strong problem-solving and analytical skills.
6. Excellent communication and interpersonal skills.
7. ITIL Certification.
8. Experience in an IT Managed Service Provider environment.
9. Familiarity with service desk technologies (e.g., ITSM tools, remote support tools).
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