Service Desk Manager

• Leadership of the in-house 1st and 2nd line Service Desk functions, and 3rd line Support Engineers;
• Accountability for the 3rd party delivered out-of-hours service provision;
• Effectively managing, developing and training the Service Desk teams;
• Maintaining and enhancing operational standards across the team;
• Ensuring that all processes used by the Service Desk are thoroughly documented, consistently audited, and subject to continual improvement;
• Ensuring that all customer SLA’s associated with the Service Desk are achieved at all times;
• Major incident management activities for high priority incidents;
• Embed and maintain an awareness of other ITIL disciplines and the role the Service Desk play in supporting them (i.e. problem, change and knowledge management);
• Adopt a ‘shift left’ approach to actively manage incident resolution to lower tier resource or self service; improving resolution times and reducing operating costs;
• Actively contribute towards the digital channel shift approach, enabling new ways for our customers to engage and interact with the service;
• Resource planning activities; including staffing levels, staff development and succession planning;
• Data analysis to ensure that the function is operating at optimum performance, and in order to identify any pending issues or trends that require additional action;
• Development and maintenance of staff training programmes in association with the HR function;
• Manage risk and associated mitigations relevant to the Service Desk operation;
• Conducting and sharing results from service and operation performance reviews;
• Contribute towards the management and development of the service catalogue and other service related artefacts;
• Engaging with all relevant stakeholders, including the Service Desk team, technical operations, customers and senior management;
• Being aware and managing the costs associated with the delivery of the Service Desk functions.

• The ability to build and manage teams, including the development and coaching of team members;
• Experience of developing and fostering a positive work environment where all staff members are clear on their purpose and can enjoy the experience;
• Extensive experience of ITIL practices and how they apply within a Service Desk environment;
• Expert knowledge of industry best practice in relation to service operations, and the role that the Service Desk plays in the wider operation;
• The ability to understand and contribute towards the development of the Service Desk strategy and it’s position within the wider Service strategy;
• Experience of ‘shift left’ and digital channel shift methodologies;
• Experience of shaping and driving forward an existing service operation; achieving higher levels of service maturity and operational efficiency whilst improving the customer experience;
• An ability to balance and plan short-term actions of the team;
• Strong communication skills, including the ability to influence key stakeholders in senior positions, both internally and within the customer base;
• A minimum of three years’ experience of leading a customer facing IT Service Desk delivering services to multiple small to enterprise scale clients;
• A minimum of five years’ experience operating in a senior role in an ITIL aligned service management practice;
• Experience of developing or enhancing service maturity within an IT service management function;
• Excellent organisational and time management skills;
• Confident, articulate and clear communication skills;
• Excellent problem solving, troubleshooting and trend analysis skills;
• Accuracy and attention to detail.

Desired

• ITIL 4 Foundation or Managing Professional Certification;
• Experience of developing and enhancing customer journey maps;
• Extensive knowledge of leading ITSM tools;
• Experience of shaping and developing a Service Desk in a growing organisation;
• Knowledge of Microsoft technologies, including Microsoft 365 and Azure;