IT Service Desk Manager - 12 Month FTC

Client: Location: Bristol, United Kingdom Job Category: Other Virtual job fairs EU work permit required: Yes Job Reference: 5e6ef37657ab Job Views: 3 Posted: 02.06.2025 Expiry Date: 17.07.2025 Job Description: Description Osborne Clarke is looking for an IT Service Desk Manager to join our Bristol office on a month fixed-term contract basis. The upcoming months will involve significant change as we implement ServiceNow. The Service Desk Manager will lead the IT Service Desk team, focusing on a customer-first approach, developing team skills in IT Service Management, and leveraging service desk tools and software. The role The Service Desk Manager will oversee service desk staff and third-party providers, ensuring high-quality support services. Key responsibilities include: Team Management: Leading and managing support analysts and third-party resources, ensuring proper training, motivation, and performance management. Service Delivery: Ensuring SLAs are met or exceeded, monitoring performance, analyzing metrics, and implementing improvements. Incident and Request Management: Managing incidents and service requests, ensuring timely resolution and customer satisfaction. Technical Expertise: A strong technical background can be beneficial for understanding complex issues and guiding the team. Continuous Improvement: Driving initiatives like adopting new tools, streamlining processes, and enhancing customer experience, including engagement with the ITSM project. Reporting: Preparing detailed reports on service performance metrics for management and stakeholders. Compliance and Security: Ensuring adherence to policies and responding to critical incidents. We are looking for Strong leadership and team management skills Excellent understanding of ITSM principles, especially ITIL Experience managing service delivery in complex environments Strong problem-solving and decision-making skills Excellent communication and stakeholder management skills Knowledge of ServiceNow is a plus but not essential Salary and benefits We offer competitive salaries and generous benefits. Note: If you are not a passport holder of the country for the vacancy, a work permit may be required. Please check our Blog for more information. Applications should be submitted via the \’Apply now\’ button. Do not provide bank or payment details during application. This job was created on 02/06/2025 by TN United Kingdom. #J-18808-Ljbffr