Service Desk Manager

Position: Service Desk Manager

Location: Hertfordshire

Hours: Full-time, 37.5 hours per week, Monday to Friday with one hour unpaid for lunch.

Salary: £45,000+ per annum (depending on skills and experience)

Benefits:

• Dedication to advancing professional skills, with generous funding allocated for training and personalized courses. Assistance provided for obtaining pertinent qualifications.
• 12% employer pension contribution matched against a 5% individual contribution.
• Group Life Assurance coverage at four times the salary.
• Enjoy complimentary lunches, additional meals, and refreshments.
• Access to free campus parking.
• Complimentary usage of facilities such as Gym, swimming pool etc.
• Coverage under Group Personal Accident insurance.
• Employee Assistance Programme available.
• Pro-rated allocation of 40 days annual leave

We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations for a very prestigious outfit. Located in Hertfordshire, we are dedicated to delivering high-quality IT services and ensuring seamless user experiences across our organization.

Role Overview:

As the Service Desk Manager, you will be instrumental in driving the efficiency and effectiveness of our IT support function. Your role will involve leading a team of dedicated professionals, implementing ITIL v4 best practices, and continuously improving our service delivery to align with business objectives.

Key Responsibilities:

Service Desk Operations:

• Implement ITIL 4 best practices to maintain high-quality service delivery.
• Develop and enforce service desk policies and procedures to ensure consistent support services.

Leadership:

• Provide strong leadership to the Service Desk team, fostering a culture of collaboration and continuous improvement.
• Conduct regular performance evaluations, coaching, and training to enhance team skills and competencies.

Incident and Problem Management:

• Lead the Incident Management process to ensure timely resolution and communication of incidents.
• Drive Problem Management initiatives to identify root causes and prevent recurring issues.

Major Incident Management:

• Establish procedures for handling major incidents, minimizing disruption to operations.
• Act as the central point of communication during major incidents, ensuring resolution and stakeholder coordination.

Service Requests and Reporting:

• Oversee the handling of service requests, ensuring adherence to SLAs and user satisfaction.
• Develop and maintain service metrics and reporting mechanisms to track performance against KPIs.

Supplier Management and Continual Service Improvement:

• Manage relationships with external suppliers, ensuring adherence to service agreements.
• Drive continual service improvement initiatives based on data-driven insights and stakeholder feedback.

Must-Haves:

• Bachelor’s degree in computer science, Information Systems, or relevant field.
• Demonstrable experience in managing an IT service desk or related team.
• Proficiency in ITIL v4 best practices and Microsoft O365 suite.
• Experience with IT asset management and ticketing systems.
• Strong leadership and people management skills.
• Excellent communication and organizational abilities.
• Proactive approach and ability to thrive in a fast-paced environment.

Join our team and play a pivotal role in shaping our IT support function to drive organizational success. If you’re ready to take on this exciting challenge, apply now!