We are seeking a diligent and knowledgeable ICT Service Desk Manager to lead a team in delivering exceptional IT support within the public sector and government industry, based in Gloucester. Client Details This opportunity is with a Enterprise organisation in the public sector and government that plays a critical role in maintaining public safety and order. They are known for their strong commitment to quality and service, and they operate from their office in Gloucester. Description Team Leadership: Lead and manage the Service Desk Team, providing guidance, support, mentorship, development, and training to ensure the delivery of high-quality service and customer satisfaction. Operations Management: Oversee the day-to-day operations of the Service Desk, ensuring that incidents and requests are managed in a timely manner, with a focus on actively managing Priority 1 tickets. Performance Monitoring: Monitor and review service desk and service delivery performance, reporting on a weekly, monthly, and quarterly basis or as required by senior management. Documentation and Processes: Develop and maintain Service Desk documentation, processes, and procedures, ensuring they are followed consistently. Financial Management: Work with ICT management to manage financial costs effectively. Service Improvement: Monitor feedback and suggest service improvement plans to enhance service delivery. Technical Support: Provide technical support to the Service Desk team and liaise with both in-house and 3rd party support technicians. Service Transition: Work with Project and internal IT teams to enable service transition and upskilling of service desk resources. On-Call Management: Manage the out of hours Triage On-Call team, providing 24/7 support. Profile Proven track record in managing a Service desk team for an enterprise environment. ITIL & Agile Frameworks Service Level Metrics: Experience in defining and reporting Service Level Metrics (SLAs, KPIs). Communication Skills: Strong communication skills throughout the organisation, up to senior levels, and at the right level for both skilled and non-skilled personnel. Process Mapping: Proven ability to create and embed processes effectively. For example incident management and joiners, movers and leavers processes. Technical Understanding: Strong technical understanding of first and second line Microsoft Windows environment and non-specific application support. Management Skills: Demonstrably strong people management skills. Job Offer A competitive salary around £50,000 - £55,000 per annum. A generous benefits package, including pension (20%) and healthcare A supportive and collaborative work environment Opportunities for professional growth and development The chance to make a significant impact in the public sector