Service Desk Manager

POSITION SUMMARY

• Local leader responsible for growing a brand-new Service Desk team within an established global department.
• Serve as the lead point of contact and escalation point for the Service Desk during shift days.
• Ensuring 24/7 & 365 operational coverage for the Service Desk during shift days.
• Ensure seamless continuity and handover across the globally distributed Service Desk, and act as the local champion and key global communicator.
• Support the local L1 & L2 teams in meeting KPIs and pursuing personal development objectives.
• Ensuring all ITSM and monitoring systems are maintained in accordance with SLA objectives.
• Ensuring all incidents and service requests raised follow correct management processes and that team members are kept up to date with all service improvements on a continual basis

EDUCATION AND EXPERIENCE

• Demonstrated ability to invest in others and in continual improvement.
• Experience in a similar role.
• Experience of managing a 24/7 operation.
• ITIL qualifications are desirable.
• Experience of working with a UK and international client base.
• Excellent verbal and written communication skills.
• Knowledge across Microsoft technologies, VMware/Omnissa Horizon/VDI, cloud platforms (Azure, AWS, M365), and backup/DR solutions.

KEY JOB ELEMENTS

• Ensure all SLAs, XLAs, and individual KPIs for the Service Desk team are met or exceeded.
• Set the example delivering outstanding technical support and customer experiences.
• Ensuring that the L2 service desk is adequately trained and resourced to cover operational responsibilities.
• Ensure customer communication from the L1 & L2 service desk is accurate, timely, and meets all internal standards.
• Ensure that all new customers are set up and onboarded effectively and collaborate with the PMO to define services as required.
• Support L2 engineers’ knowledge and development, helping them to grow into subject matter experts, and similarly help L1 engineers to grow into L2 roles.
• Conduct regular 1:1 meetings with team members.
• Ensure that ITSM tooling is up to date and all team members follow quality requirements for ticket logging.

PERSON SPECIFICATION

• Process-driven and rigorous in approach.
• Excellent organisational skills with the ability to manage tasks and priorities.
• Demonstrated ability to develop new skills in themselves and others.
• A commitment to solutions with proven problem-solving skills.
• Positive demeanour.
• Team-oriented with a quarterback mentality.

We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.