IT Service Desk Manager.
Our client based in Huntingdon is currently looking for an IT Service Desk Manager. As the IT Service Desk Manager, you will ensure the seamless operations of our client's Service Desk and consistently deliver exceptional IT Support services.
Your responsibilities will encompass team leadership, management, process optimisation, and pursuit of service improvement.
- Recruit, onboard, and mentor a diverse team of service desk analysts, ensuring the highest level of technical competence and customer-centricity.
- Foster a collaborative, innovative, and results-driven team culture.
- Set clear performance objectives, conduct regular performance assessments, and provide ongoing feedback and coaching.
- Develop tailored training programs to enhance team skills and certifications.
- Lead, manage, and develop the Service Desk team to ensure they work efficiently and autonomously.
- Continuously scrutinise and optimise service desk workflows, procedures, and resource allocation, striving for peak operational efficiency.
- Champion implementing and adhering to industry-leading best practices and ITIL-aligned service management processes.
- Address and resolve escalated customer enquiries and support tickets
- Client Relationship Management
- Performance Metrics and Insightful Reporting
- Continuous Service Improvement Initiatives
Skills and experience:
- Hands-on experience in IT support and service desk management, ideally within an MSP environment.
- Good leadership, team management, and interpersonal skills.
- Expertise in IT service management frameworks (e.g., ITIL) and best practices.
- Exceptional problem-solving and decision-making capabilities.
- A deep understanding of IT security best practices.
- Familiarity with a wide spectrum of service desk tools and software.
- Exceptional communication skills, both written and verbal.
- Relevant IT certifications (e.g., ITIL, CompTIA, Cisco) are a definite advantage.
- Flexible working
- Training and Development Budgets
Interested? Please Click Apply Now!
IT Service Desk Manager