Service Desk Manager

Location Gateshead
Salary: £30000.0
Contact name: Felicity Handley

Contact email: felicity.handley@clearwaterps.com
Job ref: 7240
Published: 1 day ago
We are seeking a highly motivated and experienced Service Desk Manager to lead and oversee the day-to-day operations of a dynamic and high-performing IT support team.
As the Service Desk Manager, you will play a critical role in ensuring the efficient resolution of user issues, managing service desk operations, and driving continuous improvements to enhance customer satisfaction and operational performance.
Key Responsibilities for the Service Desk Manager:
Team Management
  • Lead, mentor, and manage a team of service desk technicians, ensuring high levels of performance and engagement.
  • Conduct regular performance evaluations, providing constructive feedback and fostering career growth.
  • Develop and implement training programs to continually enhance team skills and expertise.
Service Desk Operations
  • Supervise the daily operations of the service desk, ensuring timely and effective resolution of user issues.
  • Monitor key performance indicators (KPIs) and service desk metrics to ensure adherence to service level agreements (SLAs).
  • Maintain and optimize service desk processes to deliver consistent, high-quality service.
  • Ensure calls are answered promptly, within 10 seconds.
Process Improvement
  • Identify areas of opportunity for enhancing service desk operations and implement solutions to drive increased efficiency.
  • Create and maintain a knowledge base of common issues and resolutions to streamline support.
  • Stay informed about the latest industry trends and IT service management best practices.
Incident and Problem Management
Oversee the lifecycle of incidents and problems from initial report through to resolution and closure.
Conduct root cause analysis for recurring issues and lead initiatives for long-term solutions.
Collaborate with internal IT teams and external vendors to resolve complex technical challenges.
Key skills for the Service Desk Manager:
  • A minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or management role.
  • Proven track record of successfully managing a service desk or IT support team.
  • Strong knowledge of ITIL principles and service management best practices.
  • Proficiency in service management software (e.g., ServiceNow, Jira Service Desk, ConnectWise).
  • Understanding of IT infrastructure, including hardware, software, and network systems.
  • Exceptional leadership and team management abilities.
If you're ready to take on a key leadership role in a fast-paced environment, we'd love to hear from you! Apply now to join a growing team where your expertise will make a real difference.