The Service Desk Manager is responsible for leading and managing the IT Service Desk team, ensuring the effective delivery of support services to end-users in line with business objectives.  This role demands proficiency in incident management, customer service, and team leadership to maintain a high level of IT service support.

The ideal candidate will ensure that service requests and incidents are handled efficiently and according to service level agreements (SLAs). 

Team Management: 

• Lead, mentor, and manage the Service Desk team, fostering a high-performance culture. 
• Ensure appropriate staffing levels and resources are available to meet service demand. 
• Conduct regular performance reviews, manage staff development, and implement training plans. 

Service Delivery: 

• Oversee the daily operations of the IT Service Desk, ensuring service requests and incidents are managed in line with agreed SLAs and KPIs. 
• Monitor and report on service performance, identifying areas for improvement and implementing corrective actions. 
• Ensure continuous improvement of service desk processes, tools, and procedures. 

Incident & Problem Management: 

• Manage and escalate incidents, ensuring timely resolution while minimising business disruption. 
• Identify trends and root causes of recurring issues, facilitating long-term solutions through problem management. 
• Liaise with technical teams and other stakeholders to ensure efficient problem resolution. 

Customer Focus: 

• Serve as the primary point of contact for escalations, ensuring a high level of customer satisfaction. 
• Develop and maintain strong relationships with key stakeholders, ensuring their needs are met through effective service delivery. 
• Communicate effectively with customers and senior management, providing updates on service performance and improvements. 

Service Desk Tools & Systems: 

• Manage the configuration and administration of the Service Desk toolset. 
• Ensure accurate recording and classification of incidents and service requests within the ITSM system.
• Evaluate and implement new tools or upgrades to enhance service delivery and efficiency. 

Process Improvement: 

• Develop and maintain processes in line with ITIL best practices. 
• Lead initiatives to optimise service desk workflows, reduce incident resolution times, and improve first contact resolution. 
• Work closely with other IT teams to align support processes with overall IT service management (ITSM) strategies. 

Reporting & Analytics: 

• Provide regular performance and trend reports to management. 
• Use data-driven insights to drive service improvement initiatives. 
• Ensure the service desk meets its operational targets and continuously seeks to improve efficiency. 

Technical Profiency: 

• Experience with IT Service Management tools (e.g., ServiceNow, JIRA). 
• Strong knowledge of Windows, Mac OS, and various enterprise systems. 
• Familiarity with networking, hardware troubleshooting, and software support. 
• Excellent leadership, coaching, and mentoring skills. 
• Strong communication and interpersonal abilities, with a customer-focused approach. 
• Ability to handle high-pressure situations and manage multiple priorities effectively.

Qualifications & Experience 

• Bachelor’s degree in IT or a related field, or equivalent work experience. 
• Strong experience in a service desk or IT support role, with at least 1-2 years in a leadership capacity. 
• ITIL Foundation certification (ITIL 4 preferred). 
• Proven experience managing and improving IT support services in a fast-paced environment.