Contract - Service Desk Manager - Preston

Contract Service Desk Manager (1st Line andamp; Request Fulfilment)Location: Preston (5 days per week on-site)Contract: Initial 6 monthsIR35: Outside IR35Rate: DOEStart: Immediate/Next few weeksThe OpportunityWe''re looking for an experienced Service Desk Manager to join a large enterprise technology function on an initial six-month contract.This is a hands-on leadership role where you''ll take ownership of a busy 1st Line Service Desk supporting several thousand users. The focus is on improving service quality, increasing operational efficiency, driving automation and creating a high-performing customer-focused support function.You''ll work alongside senior technology leaders to improve service operations, enhance colleague experience and deliver measurable improvements across people, process and technology.Key ResponsibilitiesLead the day-to-day operation of a large-scale 1st Line Service Desk.Improve SLA, XLA, CSAT and First Contact Resolution performance.Optimise ticket triage, routing and request fulfilment processes.Drive self-service, automation and shift-left initiatives.Own service reporting, operational metrics and continual improvement activities.Improve knowledge management and reduce recurring incidents.Lead and develop Service Desk Team Leaders and Analysts.Support Major Incident response and service recovery activities.Work closely with Infrastructure, Engineering, Security and business stakeholders.Identify opportunities to simplify support processes and ..... full job details .....