Service Desk ManagerITIL, IT, InfoSecChance to build a service desk in a 4000-user retail company!Great opportunity for an experienced or up and coming Service Desk Manager to join an expanding company who are bringing IT services back in house.You will pioneer the creation and management of the new IT service desk, growing the high-performance support team who meet and exceed SLAs and KPIs.Your responsibilities will change as you grow the team but initially you will be technically hands on and deal with VIP and P1 issues.You will:Build and lead a high-performing support team including field engineers responsible for the 20 sites around the UKOversee team performance and development - ensure KPIs and SLAs are being met or beaten and continuously improve team capabilitiesDeliver services aligned with ITIL principalsKnow what good looks like and take the service desk from good to greatAlign service expectations with stakeholders to meet business needs.Conduct performance reviews with IT providersLook for any trends in calls, and see how you can reduce reliance on IT providers to resolve the callsOversee major incidents and problem resolution - able to prioritise requests and callsProvide support for incident management and escalations.Manage IT onboarding and equipment setup for new starters.Manage and ensure compliance with information security standards Your backgroundThis role will suit someone who is a current Service Desk Manager, or a Team Leader / second in command, who ..... full job details .....