Service Desk Manager

Service Desk ManagerDerbyshire| Hybrid - 3 days onsite We''re recruiting exclusively for a Service Desk Manager to join a large, established technology function supporting approximately 4,000 users across 370 sites globally.You will lead a team of seven across the Service Desk, taking ownership of day-to-day service performance while helping shape how the function develops as the business continues to grow.This is more than a role focused on ticket queues and SLAs. The business has expanded quickly, creating a genuine opportunity for someone to come in, review existing ways of working and help define best practice, processes and service standards across the function.The roleYou''ll lead a mixed-capability team, creating a high performing, customer focused environment while developing the technical capability of the team.You''ll oversee Service Desk operations, ensuring incidents and requests are appropriately prioritised and resolved in line with agreed SLAs, while using service performance data, user feedback and first-time-fix rates to identify opportunities for improvement.You''ll also play an important role during high priority incidents, coordinating Service Desk activity, managing escalations and ensuring clear communication between technical teams, senior stakeholders and affected users.Key areas of responsibility will include:Leading, coaching and developing the Service Desk teamManaging SLAs, KPIs, ticket performance and operational metricsDriving continual service ..... full job details .....