Service Desk Manager/Team Leader

Role purpose:

Lead the global Service Desk function, ensuring the delivery of high-quality IT support services to employees worldwide.

Manage and develop a team of Service Desk Team Leads and Service Desk Analysts to achieve operational excellence.

Act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.

Continuously improve processes, tools, and service levels to align with industry best practices and organizational goals.

Foster a culture of service excellence, collaboration, and continuous learning within the team.

Key Responsibilities:

Team Leadership and Management:

Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.

Line manage 2 Service Desk Team Leads and support their efforts to develop and manage their teams.

Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.

Service Delivery and Continuous Improvement:

Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.

Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.

Implement and maintain ITIL best practices for the delivery of Service Desk function.

Incident Management and Escalation:

Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.

Collaborate with the ITSM team to support business user with incident and service requests.

Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.

Collaboration and Stakeholder Engagement:

Build strong relationships with key stakeholders across to ensure the Service Desk aligns with business needs.

Partner with other IT teams (eg, ITSM, Cyber Security, Infrastructure) to provide seamless support and drive alignment on cross-functional initiatives.

Reporting and Communication:

Provide regular reporting on service desk performance, highlighting trends and recommending actionable improvements.

Contribute to monthly service reports and present updates in monthly service review meetings.

Communicate effectively with both technical and non-technical audiences, ensuring clear updates on issues and resolutions.

Technology and Tools Management:

Manage the Service Desk's tools and platforms, such as ticketing systems and knowledge bases, to optimise support and self-service capabilities.

Evaluate and recommend new technologies to enhance the efficiency and effectiveness of the Service Desk.

Technical/Professional Qualifications/Requirements:

Managing a global or regional Service Desk function.

Strong leadership experience, including managing teams with multiple reporting lines.

Background in IT service delivery within a medium to large enterprise environment.

Technical Expertise:

In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.

Familiarity with ITSM tools.

Understanding of IT infrastructure and technologies, including Windows, Active Directory, networking, and cloud-based solutions.

Skills and Competencies:

Exceptional interpersonal and communication skills, able to engage effectively with stakeholders at all levels.

Strong analytical and problem-solving skills, with a focus on root cause analysis and preventive measures.

Ability to manage competing priorities and work effectively under pressure.

Commitment to fostering a customer-centric culture within the Service Desk team.

Job Title: Service Desk Manager/Team Leader

Location: Birmingham, UK

Rate/Salary: .00 GBP Yearly

Job Type: Permanent

Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

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