Service Desk Manager

Service Desk Manager

ITIL, IT, InfoSec

Chance to build a service desk in a 4000-user retail company!

Great opportunity for an experienced or up and coming Service Desk Manager to join an expanding company who are bringing IT services back in house.

You will pioneer the creation and management of the new IT service desk, growing the high-performance support team who meet and exceed SLAs and KPIs.

Your responsibilities will change as you grow the team but initially you will be technically hands on and deal with VIP and P1 issues.

You will:

• Build and lead a high-performing support team including field engineers responsible for the 20 sites around the UK
• Oversee team performance and development - ensure KPIs and SLAs are being met or beaten and continuously improve team capabilities
• Deliver services aligned with ITIL principals
• Know what good looks like and take the service desk from good to great
• Align service expectations with stakeholders to meet business needs.
• Conduct performance reviews with IT providers
• Look for any trends in calls, and see how you can reduce reliance on IT providers to resolve the calls
• Oversee major incidents and problem resolution - able to prioritise requests and calls
• Provide support for incident management and escalations.
• Manage IT onboarding and equipment setup for new starters.
• Manage and ensure compliance with information security standards

Your background

• This role will suit someone who is a current Service Desk Manager, or a Team Leader/second in command, who is looking for a new challenge.
• You must have worked in multi-site, large number of users (ideally 1000 plus) ideally in a growing environment
• You will have great ITIL experience and strong experience managing service levels and performance reporting.
• The key thing is attitude. Someone who has the mindset to take a small team of 5 - 8 people and grow it to 15 - 20 or more. Someone who can work in a changing environment and see how the service desk should be set up from the start to achieve excellence.

Please note this role will be 5 days per week on site.