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Service Desk Manager

Service Desk Manager

The Service Desk Manager is responsible for the day to day operation of the Service Desk, managing the performance of services to customers, ensuring that agreed service levels are achieved in line with contracts and that customer's expectations are met or exceeded. 

The role will include managing a support team of 1st, 2nd and 3rd line support technicians.  The purpose of the role is to manage, develop and maintain a highly effective service desk capability within a Managed Service environment.  The role is essential in delivering and maintaining agreed levels of service and developning the trust and satisfaction amongst the external customer base.

The Service Desk Manager will be involved in a variety of tasks that requires interaction with the company's customers and also the company's internal staff.

Experience/qualifications in:

  • 5 yrs'   IT Service environment (e.g.Managed Services, Technology Vendor)
  • ITIL v3 Foundation/intermediate (desirable)
  • Strong knowledge of incident & problem management processes including implementing, developing and maturing ITIL aligned processes within a large complex environment
  • ITIL based service desk software
  • management of teams and personnel
  • Managing a busy split site service desk function.
  • Proven service desk leadership capabilities.
  • Highly analytical in problem solving with the ability to apply original and innovative thinking
  • Display and apply an awareness of technologies including: Microsoft, Infrastructure Networks, thin client technologies, server virtualisation and an awareness and understanding of additional software programmes and technologies relevant to technical infrastructure environments.
  • Aspire to a culture of service excellence, with a proactive attitude to managing issues and keeping customers updated at all times
  • High level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
  • Demonstrable problem solving skills
  • Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunitiesGood working knowledge of office tools including Word and Excel
  • Must be a team playerTo work under pressure and think clearly in challenging situations in a logical manner
  • Flexible in approach and be comfortable with a fluid organisational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervision


  • Provide day to day management of the service desk and direction for the service desk for escalated calls
  • Facilitate service restoration within agreed SLAs by idetifying and resolving issues or passing to 2nd/3rd line support
  • Incident and problem management ensuring that SLAs are achieved and client expectations are met or exceeded
  • Produce reports and information on service desk performance as and when required
  • Perform and instigate root cause analysis (RCA) and proactively own and drive improvements to resolution in conjunction with service delivery teams
  • Act as a point of escalation and single point of contact during the resolution of incidents which are business critical.Accountable for facilitating escalations across the service desk and highlighting issues to business stakeholders
  • Ensures that good processes are being followed by all Service Desk employees.
  • Performs and instigates root cause analysis (RCA) and proactively owns and drives improvements to resolution in conjunction with Service Delivery teams
  • Effective management and engagement of 3rd party suppliers for quality of approach and value.
  • Keeps key stakeholders and users informed of status and progress with issues
  • Retains ownership of critical issues acting as Incident Manager when issues are with 2nd or 3rd line supportProactively seeks opportunities to drive service improvement initiatives out of the Service Desk, including reduced call abandonment, increased percentage of first call fixes, in depth knowledge and customer experience.Manages complaints efficiently and effectively and continuously looks to improve customer satisfaction in line with Service Delivery function
  • Deputise as required for Service Delivery for both Operational & Project activities.
  • Maintains a customer focus in everything the team does
  • Sets, reviews and effectively manage performance management targets for all team members; coaches junior members in how to performance manage.
  • Provide strong service leadership for the team, creating a learning environment to support the career development of all team members
  • Demonstrate and drive collaboration across all customer facing services teams.
  • To work under pressure and think clearly in challenging situations in a logical manner
    To be flexible in approach and be comfortable with a fluid organisational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervision

About the company

"Our client is based in Handforth, near Manchester.

We are an established IT solutions provider and offer a wide range of IT related services.Technology partnerships include; SAP Gold Busines Partner, Microsoft Gold Partner, VMware Enterprise Partner, Veeam Enterprise Partner, IBM Premier Business Partner and Citrix Silver Partner.

Excellent prospects for the right candidate within a successful well established company".

  • Start: October
  • Duration: Permanent
  • Rate: £45k per year
  • Location: Handforth
  • Type: Permanent
  • Industry: IT
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: FROSDM02
  • Posted: 2017-08-22 17:17:20 -

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