My client based in Southend Essex are seeking an experienced, hands-on, Service Desk Manager to play a pivotal role in leading and developing their Service Desk.
Your main responsibilities will include:
- Manage and lead the Service Desk team, including hiring, training, and coordinating work schedules
- Setting and meeting internal service targets, including first-time fix rate, SLAs/OLAs, and customer satisfaction scores.
- Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of support requests
- Implement and maintain ITIL (Information Technology Infrastructure Library) best practices
- Conduct regular performance reviews and provide feedback to team members
- Promote continuous improvement through process enhancements and training initiatives
- Handle escalations and serve as the primary point of contact for high-priority incidents
- Monitor industry trends and evaluate new technologies to identify opportunities for improvement
To be successful in this role you must have:
- Full IT literacy with excellent knowledge of all common Microsoft packages, including Microsoft 365.
- Strong understanding of ITIL framework and service management best practices
- Excellent communication and customer service skills
- Proven ability to manage and motivate a team of technical professionals
- Strong problem-solving and analytical skills
- Ability to manage multiple priorities and meet deadlines
Please send your CV in Word format to be considered for this great opportunity.
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