Service Desk Manager

IT Service Desk Team LeaderAn organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function.This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door.Key ResponsibilitiesLead and develop a team of -10-15 Service Desk Analysts in a 24×7 environmentOversee day-to-day Service Desk operations (incidents andamp; service requests)Ensure delivery against SLAs, KPIs, and customer satisfaction targetsAct as escalation point for major incidents and operational issuesManage rota planning to maintain continuous support coverageDrive improvements such as first-time fix and shift-left initiativesMonitor and improve key metrics (SLA, FTF, ASA, CSAT)Maintain high standards in ticket quality, documentation, and knowledge managementCollaborate with wider IT teams (2nd line, technical operations, service management)Support major incident processes and service improvement initiativesPromote ITIL best practice (Incident, Problem, Change, Request)Experience RequiredProven experience in a Service Desk Team Leader/Supervisor/Senior AnalystsStrong experience managing or mentoring Service Desk teamsTrack record delivering against key Service Desk KPIsExperience within ITIL-based service environmentsStrong incident andamp; escalation management experience, including major incidentsHands-on use of ITSM tools (eg ServiceNow or similar)Experience driving service ..... full job details .....