IT Service Manager

IT Service ManagerPosition: Service ManagerLocation: Ringwood, Hampshire + Hybrid home workingSalary: £30 - £33k DOE + Benefits + Company Profit ShareHours: 37.5 hours per weekThe RoleAs a Service Manager, you will be part of an established service management team responsible for the day to day operation of our business as usual support services. This includes line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run smoothly and effectively. You will help maintain our key performance indicators, producing customer reports, and serving as an escalation point for both internal and external stakeholders. In addition, you will analyse service metrics contributing to the problem management process to identify trends, anomalies, and opportunities for service improvement.Duties include:Support the team to meet and achieve our key performance indicators and service levels.Produce and analyse customer facing reports, transforming data into clearly presented documents, providing details on service quality, customer experience and trends.Line management and development for Support Technicians - recruit, train, mentor, and support colleagues to their best potential.Management of high severity and major incidents tickets, ensuring tickets are aligned to the existing processes and lifecycle.Promote excellent customer service, acting as a point of escalation for complex queries or complaints.Skills and Experience:Experience ..... full job details .....