IT Service Desk Manager

What you'll be doing:

As IT Service Desk Manager you will be required to lead a highly effective and efficient service desk function, across a team of junior it support staff supporting anywhere from 1400-3000 end users. You will have full ownership of the service desk function and be responsible for its success, driving and leading on SLA's.

Responsibilities:

• You will oversee the daily operations of the service desk, ensuring that support requests and incidents are handled promptly and efficiently. This includes monitoring ticket queues and prioritising tasks.Service Desk
• Managers are responsible for defining and maintaining service level agreements (SLAs). They ensure that support services meet or exceed established SLAs.
• You will be a key role in problem resolution, helping to identify and resolve recurring issues to improve overall service quality.
• Monitoring the performance of the service desk team and tracking key performance indicators (KPIs) is essential to assess team effectiveness.
• Maintain effective communication with customers and end-users, ensuring that they are informed about the status of their support requests and incidents.
• Focus on continuous improvement, identifying opportunities to streamline processes and enhance the efficiency of the service desk.
• At times you may need to be involved in vendor management, working with third-party service providers to ensure they meet contractual obligations to ensure out service delivery efficiency.
• Work within the ITIL framework, following best practices for IT service management.
• Ensuring compliance with IT security policies and regulations is a critical responsibility, especially in handling sensitive data and incidents.
• Daily / Weekly / Monthly reports on teams' performance - In depth reporting on SLA's,
• Deliver support services effectively and efficiently.
• Ensure infrastructure services are available during core operational times for given areas of responsibility.