Job SummaryThe Service Desk Manager is responsible for overseeing daily service desk operations, ensuring prompt and efficient resolution of user issues. This role involves managing a team of IT and Telco support technicians, maintaining service levels, and continuously improving processes to enhance user satisfaction and operational efficiency.

Key Responsibilities

Team Management

• Lead, mentor, and manage a team of service desk technicians to ensure high performance.
• Conduct regular performance evaluations and provide constructive feedback.
• Develop and implement training programs to enhance team skills and knowledge.

Service Desk Operations

• Oversee daily service desk operations, ensuring efficient issue resolution.
• Monitor key service desk metrics and ensure compliance with service level agreements (SLAs).
• Implement and maintain consistent service desk processes and procedures.
• Ensure calls are answered within 10 seconds.

Customer Service

• Maintain a high level of customer satisfaction by managing user expectations and providing timely updates.
• Address and resolve escalated user issues and complaints effectively.
• Develop and maintain strong relationships with key stakeholders and users.

Process Improvement

• Identify and implement improvements to enhance service desk efficiency and effectiveness.
• Maintain a knowledge base of common issues and resolutions.
• Stay updated with the latest industry trends and best practices in IT support and service management.

Incident and Problem Management

• Manage the full lifecycle of incidents and problems from initial report to resolution.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Collaborate with internal IT teams and external vendors to resolve complex technical problems.

Reporting and Documentation

• Prepare and present regular reports on service desk performance, including key metrics and trends.
• Maintain accurate records of service desk activities, including incident logs and user interactions.
• Ensure all documentation is up to date and accessible for the support team and users.

Requirements

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, IT Service Management, or equivalent experience.
• Minimum of 5 years of IT support experience, with at least 2 years in a supervisory or management role.
• Proven experience managing a service desk or IT support team.

Technical Skills

• Strong understanding of ITIL principles and service management best practices.
• Proficiency in service management tools such as ServiceNow, Jira Service Desk, or ConnectWise.
• Knowledge of IT infrastructure, including hardware, software, and network systems.

Soft Skills

• Excellent leadership and team management abilities.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks effectively.
• Detail-oriented with strong problem-solving skills.

Flexibility

• Availability for overtime when necessary due to customer requirements.
• Willingness to work in different departments as needed to backfill engineers or management.

Travel

• Travel to customer sites across the UK may be required.

Preferred Qualifications

• ITIL certification or equivalent.
• Experience with service desk automation and self-service technologies.
• Knowledge of cybersecurity best practices and data protection regulations.