Service Desk Manager
other jobs Adria Solutions
Added before 77 Days
- England,North West,Greater Manchester
- full-time
- £45,000 - £55,000 per annum, negotiable
Job Description:
Service Desk Manager
We seek a Service Desk Manager to lead a 24/7 service desk team, ensuring efficient handling of service requests and incidents while maintaining high customer satisfaction and meeting SLAs.
This role will mainly be office-based - 4 to 5 days.
Key Responsibilities:
* Lead the 24/7 service desk team, managing incidents, requests, and problem resolution.
* Ensure service levels and response times are met.
* Report on performance using KPIs and metrics.
* Develop and implement service desk policies and procedures.
* Optimise the use of ServiceNow.
* Manage team goals, provide feedback, and support development.
* Maintain records and create a knowledge base.
* Drive continuous service improvement.
* Manage major incidents with the service delivery team.
* Handle escalated queries and concerns.
* Update service desk documentation.
* Identify and implement process improvements.
* Ensure IT security and compliance standards.
* Facilitate team communication and collaboration.
* Assist in hiring and onboarding new team members.
* Support less experienced colleagues.
Candidate Qualifications:
* Experience in incident management and service requests.
* Strong technical knowledge of service desk tools and IT systems.
* Passion for exceptional customer service.
* Ability to lead and motivate a team, set priorities, and delegate tasks.
* Strong communication skills for team and customer interaction.
* Ability to build positive relationships and manage conflict.
* Problem-solving skills and decision-making under pressure.
* Flexibility in handling variable workloads and meeting SLAs.
* Proficiency in Office 365, help desk, and CRM systems.
* 3-5 years in service desk or IT support role, with 1-2 years in management.
* Understanding of ITIL framework and broad IT systems knowledge.
Benefits:
* Thirty-three days annual leave (including bank holidays), the option to purchase up to 10 additional days, and extra leave for life events and birthdays.
* Private medical scheme and 24/7 Employee Assistance Programme (EAP).
* 15% Bonus
Interested? Please Click Apply Now!
Service Desk Manager - Manchester
We seek a Service Desk Manager to lead a 24/7 service desk team, ensuring efficient handling of service requests and incidents while maintaining high customer satisfaction and meeting SLAs.
This role will mainly be office-based - 4 to 5 days.
Key Responsibilities:
* Lead the 24/7 service desk team, managing incidents, requests, and problem resolution.
* Ensure service levels and response times are met.
* Report on performance using KPIs and metrics.
* Develop and implement service desk policies and procedures.
* Optimise the use of ServiceNow.
* Manage team goals, provide feedback, and support development.
* Maintain records and create a knowledge base.
* Drive continuous service improvement.
* Manage major incidents with the service delivery team.
* Handle escalated queries and concerns.
* Update service desk documentation.
* Identify and implement process improvements.
* Ensure IT security and compliance standards.
* Facilitate team communication and collaboration.
* Assist in hiring and onboarding new team members.
* Support less experienced colleagues.
Candidate Qualifications:
* Experience in incident management and service requests.
* Strong technical knowledge of service desk tools and IT systems.
* Passion for exceptional customer service.
* Ability to lead and motivate a team, set priorities, and delegate tasks.
* Strong communication skills for team and customer interaction.
* Ability to build positive relationships and manage conflict.
* Problem-solving skills and decision-making under pressure.
* Flexibility in handling variable workloads and meeting SLAs.
* Proficiency in Office 365, help desk, and CRM systems.
* 3-5 years in service desk or IT support role, with 1-2 years in management.
* Understanding of ITIL framework and broad IT systems knowledge.
Benefits:
* Thirty-three days annual leave (including bank holidays), the option to purchase up to 10 additional days, and extra leave for life events and birthdays.
* Private medical scheme and 24/7 Employee Assistance Programme (EAP).
* 15% Bonus
Interested? Please Click Apply Now!
Service Desk Manager - Manchester
Job number 1408472
metapel
Company Details:
Adria Solutions
Company size: 10–19 employees
Industry: Recruitment Consultancy
Adria Solutions is the UK’s leading Recruitment Consultancy for IT, Digital, Marketing, and Executive Search. With 20 years of experience in IT ...