Service Desk Manager
3 days ago
Welwyn Garden City
Currently remote working but moving to hybrid in the coming months An exciting opportunity has arisen for an experienced Service Desk Manager to lead a growing technical support team for a well-established IT services provider. This role will suit someone who thrives on delivering exceptional customer service, driving operational excellence, and leading teams to success. You’ll oversee day-to-day Service Desk operations, manage escalations, and continuously improve service delivery processes in line with ITIL best practices. Key Responsibilities • Lead and manage daily Service Desk operations, ensuring efficient delivery of IT support services., • Oversee the implementation and adherence to policies, processes, and procedures across the Service Desk function., • Act as the escalation point for high-priority issues, ensuring timely resolution and clear communication with stakeholders., • Build and maintain strong relationships with clients, promoting trust and long-term partnerships., • Manage, mentor, and develop the Service Desk team — including recruitment, training, performance management, and setting clear objectives., • Monitor service performance, producing regular reports and insights for the leadership team., • Identify opportunities for continuous improvement in processes, tools, and customer experience., • Collaborate with technical teams and third-party suppliers to maintain service quality and resolve complex incidents., • Own and improve key ITIL processes, including Incident, Request, Change, and Escalation management., • Ensure all service activities are compliant with data protection, security, and company standards., • Support ISO systems and certifications as part of the wider information management function., • Minimum of 3 years’ experience in a Service Desk Manager or equivalent leadership role within IT services., • Strong understanding of ITIL frameworks (ITIL Foundation certification preferred)., • Excellent communication and stakeholder-management skills., • High attention to detail with the ability to work effectively under pressure., • Proven track record in managing teams and driving service improvement initiatives., • Experience using PSA tools (e.g., HaloPSA)., • Familiarity with RMM platforms (e.g., Ninja)., • Customer satisfaction and SLA achievement., • Ticket management efficiency and resolution rates., • Team development and retention., • Implementation of service improvements.