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Service Desk Manager Job Description

Examples of Service Desk Manager job descriptions

Service Desk Manager

Reporting to the Head of ITSM, your role you will be responsible for the operation and delivery of the organisations IT support and monitoring solutions, ensuring a high-quality support experience to the workforce, and providing efficient and effective solutions to enable the daily functions and technical operations of the business.

You will provide technical support to all internal IT staff and implement solutions to deliver a scalable support desk promoting automation and workflow wherever possible.

Location:Watford (2-3 days WFH)

Salary:up to £400 per day (inside IR35)

Your role as IT Service Desk Manager

  • Knowledge and understanding of best practices for service management.

  • An ability to think critically about systems and to adjust consistently as needed.

  • An ability to balance and plan the short-term actions of the service desk function.

  • Demonstrable experience leading a service desk environment.

  • Experience managing incident response and escalation.

  • Experience managing relationships with senior stakeholders and external partners, being trusted to report accurately against progress and escalate risks and issues to an appropriate level for resolution or mitigation.

  • Knowledge of ITIL (certifications would be a plus).

Service Desk Team Lead

You'll be joining a globally recognised brand who provide services to 80% of the FTSE 100 businesses. Internal progression is a focus for them across IT, and this role comes to market due to a promotion.

With a team of 8 Service Desk Analysts, you will be coordinating major incidents for the business, whilst acting as an escalation point. Your team support c. 1000 users for all IT problems or requests.

Salary:up to £45,000 (inc. on call allowance)

Benefits:Bonus, 33 days holiday, private medical, training allowance & various discounts.

Location:Paddington (Hybrid)

Main Accountabilities

  • Responsible for managing, mentoring, and developing a team of first line service desk engineers, ensuring a high performing team

  • Providing both onsite and remote desktop support for staff and our offices

  • Management of resources ensuring adequate cover is maintained to run the 24x7 service

  • Coordinate and communicate service outages

  • Providing a first point of escalation for the team in respect of service/delivery issues

  • Making sure the team meets good service level targets and that they are dealing with technical incidents and IT service requests according to agreed standards and procedures

  • Deliver IT support for all starter, mover, and leaver requests, including managing the end user asset database

  • Analyse performance of the Service Desk activities and resolutions, identify problem areas, and devise and deliver solutions to continually improve the service provided

Main Requirements

  • Ability to coach team members and provide necessary training to improve skillsets

  • Exceptional Customer Service skills with a dependable customer service background. You must be passionate about providing high service levels and think of end users as customers

  • Experience in Incident and Problem management processes (ITIL certified is a bonus!)

  • Having broad technical IT knowledge and being able to guide colleagues in the best way of resolving a range of technical issues.


IT Service Desk Manager

La Fosse is currently recruiting for an IT Service Desk Manager to join one of the of the world's major project development and construction groups to help support 5,000 users, across 200 sites in the UK.

Working as an IT Service Desk Manager you will be responsible for the management of the IT Service Desk to ensure service levels are met and a positive user experience is delivered. Ensure processes are followed and act on end user feedback to improve the service. Proactively review activity levels and demand to effectively resource the team and improve the end user experience. Work closely with the IT Service Delivery Manager and management peers to improve processes, knowledge, ServiceNow tooling and ways of working.

Location:Leavesdene - Watford / Hybrid working (3 Days in the office)

Remuneration:£55,000 - £60,000

Your role as an IT Service Desk Manager

  • Develop, manage, and lead a high performing team that is customer focused and delivers to service levels.

  • Effectively manage the IT queue of requests for the Service Desk team, continuously review and assess the SLA's and KPI's to ensure the team are meeting the business requirements.

  • Manage and monitor customer satisfaction and make improvements where necessary.

  • Work with other group controllers to ensure service levels are met and to also identify opportunities to improve the 1st time fix rate by analysing tickets that are not handled by the Service Desk.

  • Manage key stakeholders - internal and external with focus on the customer service experience.

  • Ensure that the Service Desk team works effectively through goal setting and are consistent in their level of skills and customer service.

Ideally to be successful as an IT Service Desk Manager

  • Experience managing an IT Service Desk similar size to 7

  • Experience with managing multiple sites

  • Experience of managing & motivating teams to meet service level commitments

  • Data analysis and able to identify trends leading to change

  • Customer engagement & stakeholder management dealing with escalations

  • Conflict management

  • People and team management including development of people

  • Appropriate knowledge and certifications (e.g. managing people, ITIL v3/v4, Service Desk Manager)

  • Experience of using ITSM tools (e.g. ServiceNow) to manage team activity including creating reports.


INSIDE IR35 - Service Desk Manager - Retail, Apps, Management

INSIDE IR35 - Service Desk Manager - Retail, Apps, Management

A leading client are on the lookout for a Service Desk Manager on a 3 month contract with at least 3 years experiecne in a SDM role. You will have previous team management experience and be the escalation point fro 1st/2nd Line issues.

Skills and Experience

  • Strong knowledge and experience working in an omnichannel retail environment and understanding of retail lifecycle and processes.

  • Proven experience leading and managing Service Desk and Technical support teams.

  • Experience implementing and maturing IT service processes.

  • Exceptional analytical and problem-solving skills.

  • Ability to work on own initiative and to prioritise team tasks to meet deliverables.

  • Experience managing service providers.

  • Ability to work within a small IT Department and be flexible and adaptable to varying situations.

  • Ability to deliver change from a technical, process and cultural perspective.

  • A quality focus with a strong attention to detail.

  • Technical expertise in the following:

    • Microsoft Active Directory and Group Policy

    • Microsoft Server technologies (on-prem and cloud)

    • VMWARE

    • Retail systems - POS, ERP, integration solutions

  • Experience of PCI and GDPR.


Service Desk Manager - Outside IR35

  • Location:

    London

  • Sector:

  • Job type:

    Contract

  • Job functions:

    IT Service Management

  • Salary:

    £450 - £500 per day + Outside IR35

Our London based banking client is currently looking for a Service Desk Manager to oversee their deskside support team on an initial 6 month contract, with likely extension beyond that. The ideal candidate will have experience working as a Deskside Support manager, ServiceNow manager/lead, or IT Support manager, and possess excellent stakeholder management and communication skills, capable of being responsible for VIP engagement.

Skills & Requirements:

  • - Strong and deep understanding of Service Now

  • - Strong understanding of Desk Side Support, Service Desk, and VIP Support

  • - Excellent communicator

  • - Capable of talking openly, authentically, and directly about user first mindset

  • - Genuine understanding of Desk Side Support processes and technologies