Service Desk Manager

The postholder will oversee the efficient operation of the IT Service Desk, ensuring high-quality support services are delivered consistently across the business.This role combines leadership, technical awareness, and strong communication skills to drive service excellence, ensure adherence to SLAs, and support effective coordination with resolver teams and stakeholders during high-priority incidents.Key ResponsibilitiesSee attached JD for full role detailsService Desk ManagementIncident CoordinationTeam collaboration within and outside of department.Drive continual service improvement initiatives.Report on performance, incident trends, and operational metrics.Drive forward industry best practices within the business.Provide training and guidance to the Service Desk team.Skills, Knowledge and ExpertiseExperience/Skills and KnowledgeProven Leadership and Team ManagementIncident CoordinationTechnical Proficiency - IT infrastructure, systems, and services (e.g., Windows, Office 365, networks, cloud solutions).ITIL Framework KnowledgePersonal Attributes/BehavioursCommunication SkillsCustomer Service OrientatedAnalytical and Problem-Solving SkillsAdaptability and ResilienceOrganisational and Time Management SkillsCollaboration and Stakeholder ManagementJob Benefits25 days holiday plus bank holidays Contributory Pension Scheme Free on-site Parking Holiday Buy Scheme Volunteer Scheme Share Save Scheme Life Assurance Enhanced Maternity, Adoption and Paternity Scheme Health and ..... full job details .....