IT Service Desk Manager

£40,000 | West Timperley | Permanent
Posted 10 months ago

IT Service Desk Manager - Manchester based
£35,000-40,000 base

As the IT Service Desk Manager you will be responsible for the day to day operation of client Services with line management responsibility for a Team Leader(s) and Service Desk Analysts.

As an IT Service Desk Manager you will be able to evidence a strong background of managing, mentoring and developing Service Desk teams within an ITIL aligned environment. You will also demonstrate a passion for customer services with a focus on delivering an innovative and outstanding customer experience across a broad user base (internal).

The IT Service Desk Manager’s duties will include:
• Managing the E2E Incident Lifecycle, including successful delivery against core KPI’s
• Owning the relationship with 3rd party vendors to deliver a seamless E2E Customer Experience
• Act as a component owner for Change Management and attend weekly CAB sessions and eCABs
• Deliver regular and meaningful 1-2-1’s alongside an annual Performance Development programme
• Install a culture of continuous service improvement and innovation
• Act as a point of escalation for the Business
• Regular engagement with the Business via Customer Satisfaction, temperature checks, Site Visits and Service Reviews
• Provide management reports on performance and trends
• Ensure the seamless delivery of new products and Services in to BAU
• Drive the adoption of Self Service solutions across the Business

• 3 years’ experience managing people/teams in a fast paced IT environment
• ITIL v3 Foundation
• Proven track record in successfully delivering against targets/KPI’s
• Experienced in Stakeholder Management

Please send your CV to to be considered for this position

For more information about this role, please contact:

Kay Sadler
01442 509 080

See Kay Sadler's jobs
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