- Lead and manage the Service Desk team to deliver exceptional technical support services.
- Develop and implement service desk strategies, policies, and procedures to ensure efficient and effective service delivery.
- Monitor and analyse service desk performance metrics to drive continuous improvement.
- Ensure timely resolution of incidents and service requests, meeting or exceeding service level agreements (SLAs).
- Foster a customer-centric culture within the service desk team, ensuring high levels of customer satisfaction.
- Collaborate with other IT teams and departments to ensure seamless service delivery and support.
- Manage escalations and major incidents, providing timely and effective communication to stakeholders.
- Identify training and development needs for service desk staff and provide coaching and mentoring.
- Maintain up-to-date knowledge of industry trends and best practices in service desk management.
- Ensure compliance with ITIL processes and standards.
Company Description
We are seeking a highly skilled and experienced Service Desk Manager to join our Technology function.
As a Service Desk Manager, you are responsible for leading and coordinating the daily operations of the IT service desk, ensuring seamless support across 1st, 2nd, and 3rd line teams.
Your role involves managing a team of analysts in these 3 support tiers, setting performance targets, and ensuring that service level agreements (SLAs) are consistently beaten.
You act as the primary escalation point for complex technical issues, ensuring timely resolution and minimal disruption to business operations.
You play a critical role in driving service excellence by monitoring key performance indicators (KPIs), analysing trends in incidents and requests, and implementing continuous improvement initiatives. This includes refining incident management processes, enhancing knowledge base content, and promoting self-service capabilities to reduce ticket volumes and improve user satisfaction.
Collaboration is central to your role, and you will work closely with other technology teams, business stakeholders, and third-party vendors to align support services with a truly customer first mentality, couples with a keen sense of risk and cyber security awareness.
You also contribute to strategic planning by identifying opportunities for automation, system upgrades, and process optimisation, ensuring the service desk evolves in line with technological advancements and business needs.
In addition to operational oversight, you are responsible for mentoring and developing your team, fostering a culture of accountability, learning, and customer focus. Through regular coaching, performance reviews, and training initiatives, you ensure that team members are equipped with the skills and knowledge to deliver high-quality support across all tiers of service.
Additional Information
We’re all about rewarding our team’s hard work, that’s why…
You’ll receive a competitive salary, pension contribution as well as:
- The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career.
- Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
- Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
- Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
- Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn up to £1,500 for referring them!
- Wage Stream – access your wage before payday for when life happens.
- Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…
Qualifications
- Excellent leadership and team management skills.
- Strong communication and interpersonal abilities.
- Customer-focused with a commitment to delivering high-quality service.
- Analytical and problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
- ITIL certification is preferred.
- Proficiency in using service desk management tools and platforms
- Minimum of 5 years of experience in a service desk or technical support role.
- Proven experience in managing and leading a service desk team.
- Strong understanding of ITIL-based service delivery and best practices.
- Experience in developing and implementing service desk strategies and processes.
- Demonstrated ability to manage escalations and major incidents effectively.
- Experience with service desk management tools and platforms.
